T-Mobile Reviews

I was transferred to a man named Dennis **. Mr. ** tried to sell me a couple of different cell phones. I said that I was not really interested in purchasing a new phone and as a valued T-Mobile customer of over 10 years, I felt that I should be given the same deals as new customers so I was not interested in spending a lot for a new phone or better yet, why couldn't I get one of the free phones they offered the new customer? I also suggested to Mr. ** that I could always cancel my service with T-Mobile and get a new smartphone from Sprint, AT&T or Verizon for free.

Mr. **, of course, did not wish for this to happen so he offered me a Samsung phone at first, but then mid-conversation said, "No, I will get you a myTouch Slide," and went on to explain that this phone is one of T-Mobile's newest and best phones. He told me that he could get me into that phone for $199.99 by offering me a credit of $250 (which was usually the down payment for that phone model) but he would use that as a waiver and work around this. I told him that I was not interested in paying that much for a phone so I would go ahead and just cancel my service and that would be that.

Mr. ** then said, "Oh no, Ms. **. We can't have that. How about if I could get you the phone for free if you take a new two-year agreement? He went on to explain that he had several workarounds and that the end cost to me would be nothing, but I had to accept a new two-year agreement. I agreed to these terms and Mr. ** proceeded to put me into an automated system where I accepted the new agreement. When we got back on the line together, he then told me that I would get a text message stating that my service had changed and another one with the tracking number for the phone he was ordering. I said okay, and thanked him for all his help in making me a very happy customer.

I then asked him if there was an address where I could write a letter to be placed in his employee file because he was so helpful, and because of him, I was remaining a T-Mobile customer. He said that he would get his supervisor on the line and I could let him know that right then. A gentleman whose name I did not get got on the line and I told him how happy I was with Mr. **'s help with my account. I was prepared to leave T-Mobile but stayed because of the generous offer Mr. ** just made me. He went on to say that he liked to hear that sort of thing and wished me a nice day.

After the phone conversation, I had a text message waiting for me, which stated that the changes made to my account were effective. I did not, however, receive a text message with a tracking number for the phone. I waited thinking that it might take a little while to get that one but a message of that nature never came. I called the next morning and I spoke with a young lady named LaTasha. She told me that the system had gone down and Mr. ** had not been able to place the order but she could place the order at that time. I said, "Okay. Let's do that."

After she had put the order in, she gave me a breakdown of what the phone was going to cost, approximately $235.00. I said, "Whoa, I am not supposed to pay anything for this. Mr. ** told me that the phone was going to be free." She said that I must be mistaken because the phone was not free. I stated to her that as part of the new agreement that I had accepted, I was to get the phone for free according to Mr. **. She went on to tell me that the phone could not possibly be free because of the type of plan that I had.

I explained to her that Mr. ** did indeed tell me that the phone was free. He also said that he had several workarounds available to him to make the phone available to me at no cost. She then stated that the notes on my account did not indicate that but what she could do is request a copy of the conversation recording and find out for sure what Mr. ** promised me. She then said that someone would call me the next day. But no one called me.

I have called T-Mobile everyday since 01 Sept 11 and I am not further along in the process, as far as getting the free phone I was promised, than I was the day I spoke to Mr. **. Now, I am locked into a new two-year service contract which I agreed too strictly based on the promise of getting a free phone. Other than that, there was no incentive for me to resign with T-Mobile. I have asked T-Mobile to please reverse the contract I agreed to based on that and they will not do it. I have asked T-Mobile to give me the free phone that Mr. ** promised me and I am repeatedly told that they have to listen to the recording. Today, I was told that the recording had not been ordered. It could be ordered but it will take a few days to get it.

I finally spoke to a gentleman named John in the Technical Support department because the original issue I was having with the phone I currently have had yet to be addressed in all this confusion about this new phone that I don't have. He was kind enough to order me a replacement handset under the insurance that I have on the phone but it is not, in my opinion, in the same class as the phone that I have, which does not work all the time.

Around 4:00 p.m., after listening to a nice young man in the order department who gave me the spiel about the Streak, I placed the order. He was very friendly and told me what a nice person I am. And since I have been a loyal customer for the past several years, he was giving me free shipping plus a discount in the monthly service charge. He went on to say that he was throwing in free overnight shipping. Wow, such a deal, I thought. Later in the evening, I opened my email and noticed an invoice from T-Mobile. I was very shocked to find out the following:

3. The monthly charge was $39.99, not the $29.99 we had agreed to.

When I saw this, I thought my head was going to explode. I immediately went on the T-Mobile website and checked the advertisement showing that the cost for the Dell Streak was $99.99, not $129.99. There was no mention of this being refurbished. There was a separate column showing refurbished ones but they were less than this.

I once again called the T-Mobile customer service (this is very frustrating because I was on hold for over 10 minutes again). My call was finally answered by a live person with whom I presented my concerns and questions regarding these serious discrepancies. He was nice but tried to convince me that I must have ordered the refurbished one (this was not the case). He did offer to credit my account with the shipping charge but told me that I needed to call another department tomorrow during normal business hours to get the $29.99 monthly charges. Let me add that the reduced $29.99 charge was for active duty and retired military personnel, which I am.

I told him that I have decided that due to the numerous discrepancies and due to the feeling that I have been deceived, I am cancelling the order and have lost all confidence in this company. He told me that when the order arrives tomorrow, I could refuse to accept it. After speaking with him, expressing my frustration and loss of confidence, I am also going to cancel my five phone family plan with T-Mobile. He tried to smooth talk me into not doing this. After several more minutes, my patience had been exhausted. I asked him to please let me speak with a member of the management before I did hang up. He tried to convince me that he could take care of any problem but I told him that I still wanted to speak with his supervisor.

I was put on hold again and I was going to hang up when a man finally answered telling me that he was a manager. I went through the whole process again, rehashing all that had been previously stated. I did add how disgusted with T-Mobile I was and told him that I was going to hang up. He asked me to speak with a customer loyalty representative before doing so. I did not want to be rude so I agreed to speak with him/her, although I did not know why exactly. He transferred me and after a few more minutes on hold, another male employee got on the line and asked what he could do for me. I asked him if he had any idea why I called. He said no and wanted me to tell him.

With this, I was really disgusted that the last person I spoke with (a manager) did not, at least, tell him a bit about my situation. By now, not only was I getting really upset, I was actually getting hoarse from talking so much on the phone about this whole mess. I again explained the situation to him and commented that I did not know why I was asked to speak with him. He said "what can I do for you" in a manner that conveyed to me that he really did not give a flip about me or my problem.

With this unprofessional attitude, I told him that I am tired of speaking and that if he could do nothing for me, I was hanging up. He said "have a nice day," and the call ended. Sorry for the length of this account but you should have been with me to fully understand how ** frustrating this was for me and how much of a fool I felt like after falling for this line of deception. I will cancel my family account with T-Mobile as soon as I can and will never do business with such uncaring bunch of sorry individuals.

I've called technical support numerous times. They tried to pacify me with a $25.00 credit and changed out the phone but the problem still exists. T-Mobile, even said that there was a bad tower near my place of residence and that they were working on it. Five months I moved a month ago and I'm still having the same problems. It's not just in my residence, it's everywhere I go. I'm right next to a wireless access point and still experience the same problems. I want to be released from my two year contract so that I can get better service elsewhere.

I have four lines, I only use two and I still pay $150 a month, and that's only for talk and text unlimited. T-Mobile said, if I want to cancel my plan, then I would be charged $200 per line. I also told them I don't want to extend my contract and they did it anyways, and now my contract will not end until September 2012. I hate T-Mobile with passion!

My normal bill is around $150, and this month, it came to $246 and the last bill was $310. They keep charging amounts that I did not agree to. I don't use the Internet or don't download stuff yet my bill was $150 this month plus $80 to reactivate it, which is supposed to be $230, but they are charging me $246.When I called them they told me that they would waive it as a one time thing and then, once again, they went back on their word and didn't do it. My advice to anyone who wants T-Mobile, don't do it! I hate them with passion. I think because the economy is so bad right now, they are taking advantage of people.

Finally, I went online and reduced my minutes. Last month, I called to see if my contract had ended and they told me that when I reduced my minutes, it automatically renewed my contract for two more years. I finally found the disclaimer on the website and it's after you have already changed your services, not before you start. My husband had a stroke and lost his job. Then, he had another stroke in July and is currently in a nursing home. Because we lost his income, we lost our house and I had to start renting.

I called in July and they said it had been taken care of, only to find out then that it was changed to the 7th. I complained again and told them that it still wasn't correct. I payed my bill on the 1st, only to find out on the 24th that my bill was still pass due for a $150.00 because they call it self-prorating the bill. I talked to someone on the 3rd of this month when I looked at my bill and they are charging me $147.11 for another prorated bill because of their mistake. They still went and changed it again wrong and now, talking about charging me another prorate bill on the October. How many times should their customers continue to have to pay for their mistakes when they can't get things right, or they choose to do what they want to.

When Janiqua did not have anything to tell me, she told me that it was something that they started doing recently. However, I never received a letter about their new charge. I called three of my friends that I referred to them, and they were not aware of it either. T-Mobile has become like the credit card company, and I hope something can be done about it. I have other complaints about T-Mobile. In case you wonder why I stay with them for that long, my husband does not check the bills.

My other complaints are my husband has unlimited number of text in his line, but has limited minutes. So, when T-Mobile has the new no contract plan and unlimited for a small fee, my husband called their CSR to change to unlimited minutes and text. Two months later, when I saw a bill that was over half of my usual bill charging about 20-40 cents/text, I called. They said that my husband did not mention about keeping the text. I was next to him when he told the lady representative that he wanted to keep his text as unlimited. If you know you are going to text, why would you select no text, then get charged $50 instead of $9.99 for unlimited. My other complaint about T-Mobile is the allow a customer to get a contract through the kiosk people at the mall, then a month later when the customer has a problem about double contract, they say you did not go to a T-Mobile store. That happened in 2006-07, many customers in Pelham Mall, NH, were put in two contracts. I hope that I am not alone.

Believing what this woman had said and not wanting to have to search for a new phone company, under the impression from T-Mobile that this was my only other option, I agreed. Now, knowing that the merger is not going thru, I just got off the phone with T-Mobile, which is now unwilling to help and reset my plan and contract even though it was given under completely false information. On top of that, they are unwilling to pull the call and listen to what I was told, and the fact that I told the retention department several times that I didn't want to be tied into a new contract. I advised Josh **, a customer service supervisor, that this was not legal to provide false information and to lock someone into a new contract. He responded that there is nothing further that he can do to assist me further. They also stated that the notes say that I called to change my rate plan. If the notes were true, why was I transferred to the retention department in the first place.

I informed them not to sell my number and they did. Now, I am receiving phone calls from some people I don't know.

I explained this to Gabriel, the representative, who told me that he did not want to see the company lose such a loyal customer and was going to make me an offer. I told him what my needs were including my desire to upgrade my phone. He said that he could give me a plan for $69.99 which included unlimited talk, text and internet and would take $10.00 monthly for the length of the contract which I understood that I would have to renew. He also said that he would throw in a Blackberry Curve for $45.00 and then said that he thought he could do better than that so he put me on hold, supposedly to speak to his manager and came back offering the phone for $20.00 which he said would be deducted from my bill. He went on to say that normally it would take seven business days for me to get the phone but most times customers received the phone earlier and that I would probably have received it by the end of that week. He told me that instead of waiting till the end of my billing cycle, he would also disconnect my daughter's line for me and put the new plan into effect immediately. I told him that I would take the deal.

After checking my mailbox up until yesterday, I decided to call T-mobile today September 1st, to find out if I could be advised of the status of the phone. I was told that there was no mention of a phone in the system but they could offer me one for $99.00. I was completely dismayed at the fact that someone entrusted by a company to conduct business could be so unscrupulous. I told the representative, whose name I was too angry to even remember, that I wanted to now stick with my original plan and just terminate the contract but wanted to see if a supervisor would be able to assist me. I was put on hold and the lady came back on the phone to say that she had got the attention of her supervisor who happened to be on a call but was nice enough to go on hold to listen to her, and had reaffirmed that there was nothing that could be done since nothing was noted in the system.

I was then advised that since I was now locked into a new contract, the termination fee was no longer $100.00 but $200.00. Needless to say, after twelve years of T-mobile, I have decided out of principle to terminate my contract and walk away from the only cellular phone company that I have known since moving to the United States. There was absolutely no consideration given for the fact that I have committed and paid on time religiously for such a long period of time. I would like to be offered the contract that I agreed to on August 22nd with Gabriel, inclusive of the phone but most importantly, I have to say that it is unfortunate that people entrusted by companies to do an honest days work, will go to such measures to make a sale.

I currently have no landline or cellular phone and have a 3-year-old son at home which is a little unnerving to say the least. While I understand that this is a decision that I have made, I have to take a stand for what I believe is extremely distasteful.  

When I received my last bill, it is over $968.18. I expected the $400 cancellation fee for interrupting the contract but not this much. They are now including the July and August bill on top of the cancellation fees. I will be writing to the CEO of the company Phillip ** because even though I have been a loyal customer for so many years, they don't go by what the customers are saying, and they cover their agents instead of looking out for their customers.

I will continue to fight these charges even if I hire a lawyer. They need to be taught what customer service means and listen to what the customers are saying. To anyone out there reading this, do not sign up for T-Mobile--very expensive and very rude when you speak with them.

Each time, I get a different response from a different customer service representative without truly addressing or even come close of resolving the issue. I have sent various emails regarding this matter to T-mobile to no avail. Having a cell phone that cannot even make or receive calls is basically worthless. In addition, the data service plan that I have also been paying a monthly service fee does not work either. The biggest concern that I have is, what if an emergency happens and I am not able to dial for help? Basically in the ZIP code of 92620, the cell phone connection and service is non-existent. I have requested to opt out and terminate the contract without any early termination fee or at the very least, give a discount on the monthly service fee for the time when the service is not available. As of today, there is no response from the service provider.

On 8/12/11, an order was placed for an exchange. T-Mobile received my defective phone on 8/19/11 at 10:00 AM and it was signed for by Jenny **. I obtained this information from the UPD tracking site.

As of today, I still do not have a replacement phone and the order shows as still pending. Every time I have called or e-mailed, I get another reason why the new phone has not been shipped. Today I was told the phone had not been received by T-Mobile yet.

Working night shift had me a little forgetful, but when I saw I was suspended for @86.00, I immediately called in a payment and was told that's how it is with new customers. Well, I continue to pay each month on time. My 18 years old daughter moved down to live with me so I took her to Tmobile, add her on my account and switched to the family plan. I paid another $200 deposit. Two days later, my bill is due and I paid. Two weeks went by and I'm informed by Tmobile that my bill is 38 days past due and subject to disconnection. I'm told the prior months' payment was a returned check and on top of making the payment, I had to pay a $30 check return fee.

Funny how that is when I don't even have a checking account. I refused to pay twice for that month and they disconnected my service. After many frustrating calls trying to explain the absence of a checking account in my name and the confirmation email and text of that payment with my prepaid credit card, I was told to pay or stay disconnected. I asked if they would wave the $30 returned check fee just in good faith, because it is possible they made a human error which they agreed may have happened but "I'm sorry sir, we can't do that". Well, I had no choice but to pay because now I have two early termination fees of a total of $500 since my G2 has a cracked screen.

Yes, no insurance. My fault, however, I just paid August and September's bill totaling $392 which is over the monthly charge I'm supposed to pay. Now, I have to find out why and dread this phone call. Also, they will not help me in anyway with my broken phone problem. I have been out of work for six weeks now due to the economy and I'm strapped for money. I paid my September bill early because I'm not sure if I would have it then. Tmobile has much of my money since I started with them and have done nothing but humiliated me, in addition to just thumbing their nose at trying to help me with a phone so I can at least use the service I pay so dearly for. Bottom line, Tmobile **! Sorry.

It's pretty ** bad when a person using a "TracFone" can get service and I cannot, and we are standing next to each other. I couldn't even get a text. I get no bars, only SOS or nothing for service. I have data services included but couldn't tag in. I cannot get it in my home city, at my home, 2 miles away from my home at my cousin's house or MA at my friend's house. It's pretty sad when you have to piggyback on their wifi router and you cannot get a call or text even in an emergency. I had to travel to a populated city in order to get my service. I live in RI. It's not that big.

There is a feature on the phone that will continually alert me to a missed text or call until I acknowledge it. Since I don't have the phone with me, it can signal the missed call or message for hours until the battery runs out. I then take the phone with me in my purse and go out of the house. When I am ready to use it, it is dead and unavailable for use in an emergency.

Each time the text messaging or the voice mail is restored, I call T-Mobile to have it turned back off. Either I find the phone dead when I go to use it, or my phone will suddenly signal when I am driving. Since this is a limited use phone, I immediately grow concerned that someone is calling me due to an emergency. It started happening with more frequency, and I was even transferred to equipment troubleshooting. The analysis is I either need to leave the phone powered off any time that I am not using it (no inbound calls), or I need to go to the T-Mobile store where they will give me a 'free' upgrade if I sign up for two more years of service.

This month, the diagnosis was that the texts I was receiving were free informational texts from T-Mobile and there is no turning off that notification system. I complained that I never signed up for any text messaging of any kind. I have years of account history turning off that feature. Once again, the advice was to turn off my phone so it does not continuously signal every time one of their texts is received. Or, I could get a 'free' new phone with a 2-year contract extension that has a stronger battery. My old phone can hold a charge for over a week, if I don't miss a text.

My family plan was renewed in 2010 so, I need to wait until 2012 to have mobile phone service that I can depend on in an emergency without being penalized? By the way, the other phone in the plan (still under warranty) is waiting on parts to restore its usability because it has taken weeks to diagnose what is wrong. So, we had no reliable cell phone service during hurricane Irene. And while my phone was turned off, it received another free informational text from T-Mobile sometime between Saturday night and Sunday morning about the forecast height of the storm.

I called T-Mobile this morning to say that their informational text was not appreciated especially since my cellphone was on and our electricity was out. They could have run down my battery again. I was told that it was not their problem. They have a right to text me whenever they want, and it's my fault that I have not upgraded my phone since 2007. According to harassment laws, T-Mobile is allowed to send me texts at no charge with no limit to the frequency. I have received five texts this month, two emails, and the regular mailed copy of my monthly bill. My payment is not overdue.

My sister was interested in this non-contract plan with T-mobile, so I decided to call their customer service and told the representative I was interested in adding another "non-contract" line. The customer service representative said that I was eligible. I stated a few times to her that I did not want a contract. She advised me that both lines were not under a contract, so I got that other line under my name.

Six months went by, then I decided to cancel both lines because I am currently going through some financial hardships. I called T-mobile customer services, and I advised them that I wanted to cancel my services. The customer service representative told me that I was currently under a 2 year agreement for the line that I added 6 months ago for my sister, and I have to pay over 200 00 dollars if I cancel.

I argued with the representative and told him that it was impossible, and that I had requested the non-contract plan for both lines. He stated that he was only showing one line with the non-contract plan, and the line I added 6 months ago was under a 2 year agreement, which I did not agree upon on. I never received anything stating that I had a 2 year contract. I was not aware a company could give you a contract without the consumer's consent and when I clearly stated to the representative I did not want a contract.

Then after I went home and charged phone, I could not figure out how to set up voice mail. So, I called 877778-2106 and was in some off shore help desk place. No one there even understood my problem, and no one and could help at all. I then called the other number re: voice mail, 1 805-637-7243, and that was no help at all - no person available. I called the first number, 877778-2106, back several times and each time, the person who answered was a different foreign voice and did not understand my issue and hung up on me.

This is not customer support and is not service at all. This is not a company I now have any faith in. They never told me that their technical support help desk was outside of the USA and the technical support staff didn't have a decent ability to understand English. I explained it twice, slowly, on my fourth call and the technician still didn't understand how to assist me.

This is entirely unacceptable and I want a full refund of $42.40. I never did use their phone and went elsewhere to get phone service due to a power outage in my city because of hurricane Irene.

I got a phone call today from collections saying I still owed money! So I just paid it in order to salvage my credit report. The caller sent me to a "T-mobile collections" lady named TRINA something, as no last name was given. I then paid "TRINA" the final supposedly due of 250.53, then she stated a refund was sent to us on July 29, 2011 for T-mobile's "no service guarantee" and I was pleased to hear that and paid what she asked for. NO refund was issued back to us. I looked in our bank statements. She said the debit we used to pay the final bill of 288.00 was returned. We paid that bill in May 7.

I called Financial services but no one cared to help me! They couldn't tell me who Trina was or whether I was refunded and why we didn't get it, etc. T-mobile is a FRAUDULENT company! If anyone knows who I can file a complaint with or a class action law suit, please tell me! They discriminated against me for being a woman, lied to get more money, harassed me about collections and sent me used phones when promised a brand new one, not refurbished. They are crooks.

I pay for nationwide service and I have not been receiving it even though your customer care department advised me that there is good service in that area. I have to beg to differ with them since everyone in that area, at my department, went to other services due to this problem. I asked to be relieved from my contract immediately so I can retain better phone coverage with another company ASAP, so that I can better perform the duties of my job. I hope this matter will be resolved quickly and a response sent back to me soon. I'm sorry for the complaint but I have no other choice and should not be charged any cancellation fees due to service problems. Thank you!

"For a limited time, when you purchase a myTouch 4G on T-Mobile.com or through 1-877-387-4324, you may qualify for a $300 instant discount and a $99.99 Web-only discount."

I called the phone number and spoke with a representative who transferred me to the floor manager. The manager told me, "I'm sorry that the website is misleading, but for the $49.99 x 2 lines family plan, you have to pay full price for the phones." It is false advertising to drum up business, get people to call, give them the bait and switch and tell them that the free phone is for other plans!

Now, I found out they are trying to charge me over 350 dollars for the refurbished phone that didn't come with a battery or back. When I called them, they said that they had no way to remove that or lower it. I understand some charges, but not the $350. They didn't notify me or anything about that amount. I was told $90 and they tried blaming me for the fact that I called twice about this.

I called T-Mobile again on August 13, 2011 and expressed my disappointment that the feature was not removed in July and was assured at that time that all was taken care of. The next day, August 14, 2011, I received another email from Facebook on my phone and I went online with a representative named Tina ** and she made an adjustment to my account but also pointed out that the web service was still active on my son's phone. We are on a shared plan so it should have been deactivated from the entire plan, not just one phone.

I paid the phone bill on August 16, 2011 thinking that my bill would go back to the regular rate of 79 per month. I got my bill on August 24, 2011 and it's 148. Now I'm furious. I called the customer call center to ask why my bill is so high and I'm told that the change did not take effect until August 13, 2011.

T-Mobile has deceptive practices. That should have been taken care of when I originally called on July 24, 2011. I asked to speak to a supervisor and was placed on hold for 10 minutes, only to be told that no supervisor was available to speak with me.

As far as I'm concerned, they can cancel my services with them. I'm not paying no more than the 79.

After my follow-up visit recently, I found out that the account is now a postpaid. It was not returned to a Flex Pay account. Therefore, the account has accumulated bills which resulted in the account to be suspended. Now, Katy doesn't recall the issue or the promise; thus, I am disputing the bill. I am currently without a phone although I have paid every month.

On July 7, 2011, I was sent an email from T-mobile stating that my bill was due on 8/23/2011 for $150.50. So I am thinking just like you are thinking, my bill is due on 8/23/2011, right? Wrong. I received a text on July 19th or so and it stated that I had a bill due of $150.50 on July 23, 2011. I immediately contacted customer service with T-mobile and spoke to a CSR regarding the bill due and she argued with me stating that they (T-mobile) made a mistake and I do owe a payment on 7/23/2011. I never once received an e-bill stating any payment(s) due on any other day but 8/23/2011.

Their CSR argued with me until the cows came home and guess what? She would not forgive the error instead, she said that by 8/23/2011 I will then have two bills due. How can that be when I only received one bill, and that bill was the first and only one since the inception of my account being established?

Because I had a payment date, I don't understand how the company can suspend my service before that date and add suspension fee to the bill! That's an extra $80 each month! The representative had me set up a payment date to have the service restated but the $80 would be added to the next bill. It's like loansharking! Until they instituted this practice, I paid my bills consistently and have been a customer since 2005.

I am searching for a new company as I am a single, working mom and paying $300 to $400 a month for a cellphone is ridiculous! I am done with being bullied for something as simple as a cellphone signal!

Then on January 2011, I added two phone lines, so now, I have 5 altogether. When I first signed the first contract, they said there was no problem in adding them, so i did. Then when I canceled my service when the 2 years was up, they said that I would need to pay a $1,000 cancellation fee. I argued with the customer representative that my 2 years was up and he said that it renewed my contract when I turned on two more phones. They said that my first contract didn't exist anymore because I signed a new contract and it doesn't count. What they said before was that I can upgrade and add a phone for a charge of $35 each and upgraded my plan to 3,000 minutes. Shouldn't my old contract stay intact since it was still in the two plan coverage?

I was sent a replacement as I always have the insurance. I decided to cancel my line after I received the replacement since the "new" phone kept no charge and the screen went blank. Also, the representative that time told me that they no longer made that phone even though I had just purchased that phone in July. They didn't cancel my line and it kept recurring charges. The other 2 lines stayed connected. Two months of charges for a line that was never used and they only gave me a credit for a month and finally "cancelled" that line.

Then, I cancelled the 2 lines that didn't have a contract and was then told that all 3 lines were on a contract and I would have to pay to get out of the contract! I keep getting transferred to another person and getting different stories. Even the supervisor hung up on me and told me to write to T-mobile. She could not do anything.

Unfortunately, the phone was dropping calls so they told me to return it for exchange. They then charged me for the new phone claiming that it got wet (not at all). After that, they billed me stating that the store I purchased the phone from is not a recognized store by them. And this is the store where I first got the contract. In the end, I had to pay all of the charges before my three phones were connected back.

Now, when I went to pay my bill, which was a week overdue, I got hit with a 40-dollar charge ($20 a line) just by turning my phone on, not including the bills. The supervisor I spoke with said that he would not waive the fee. I informed the clerk that I would happily pay the amount due for services rendered but I would not pay for the 40-dollar restoration fee.

To charge someone $90 a month for a service they have barely used is a crime! I am going to buy a Verizon prepaid phone for $20 and then use the $50/month unlimited everything plans.

Once I realized that I was being billed for a phone service I did not have, I contacted T-Mobile Customer Care department on 18 Aug 2011. The first operator, "Michael," understood the problem and even said that he would have done the same thing I did. He then asked me to be forwarded to their retention department.

The retention department representative named Kim (operator #: 1048563) took a reverse angle and said that it was my fault the lines were not canceled. When asked her to please cancel it now, I was told that I will also be billed in October, for this month’s usage.

My dilemma is that as of May 2011, I became unemployed and have fallen behind and I am using every cent in my account from my last paycheck. The last full payment I made to T-mobile was in June. I explained my unemployment and the process I am going through waiting for my insurance to kick in. The very last supervisor I talked with today finally gave me a better option. I had explained that I just wanted to honor the contract I signed with them and that I wasn't looking for any handouts.

By receiving a loan today, I was able to pay $100 and I promised $50 more next Wednesday, the 24th of August. She explained to me that I could pay $100 at the beginning of September and the remainder $100 at the beginning of October. Then she tells me after I gave her my account information for automatic withdrawals that there would be a $20 charge for both lines. I was in shock and she even said "I know its a shock, I know its expensive but its our fees". I told her not one person ever mentioned that, not even her and she apologized. I told her to forget it, close my account and that I was not paying for those charges or anything else. An hour later, I found that my service had been turned back on.

In addition, I'm also going to write a letter to the BBB. I feel T-mobile is taking advantage of my hardship.

We just received a bill from T-mobile for $450 for an early cancellation fee. They keep saying we are in a contract even though we were on a month to month. We never signed a new contract. They refused to even consider they could be wrong, and every time we call, they refuse to put us through to a manager, and hang up on us every single time.

If anyone else has had this issue and found a way to fix it, please email me at ** I really would love some input on how to fix this issue without having to pay for something I did not do! If you are thinking about signing up for this company please think twice. You will get screwed.

I saw a promotional offer by T-Mobile beginning of August where I can get unlimited minutes, text and web per line for only $49.99. I called T-Mobile to ask them to switch my plan to this promotional offer but they told me that I needed to pay $200 migration fee for each line to change my contract.

I need to find a way to teach them a lesson as I am paying a lot more for less and need them to rectify this problem.

It seems that the free line was $10 per month and the unlimited text messaging charge went up from $9.99 a month to $20 per month. When I called to cancel the new line that had not been used, I was told I had 20 days to cancel, but I had to do it at the store. When I went to the store, I was informed that the fee was $200 to cancel. My repeated calls to customer care and the store manager, Todd ** led me to believe that T-mobile does not treat its customers fairly. Each representative put me off to the next one as being able to give me a courtesy credit of $200 to cancel. The final result is that they refused to cancel the line.

T-mobile's tactics are pure bait and switch. The contract I signed did not show a change to my text messaging rate nor the additional line charge.

I'm not happy with my phones or with the service. I would not recommend T-mobile service to anyone at this time. I am very disappointed and unhappy and I am waiting to get a contact.

T-Mobile claimed that I came back from my trip to China on May 10, 2011 and I did not call them to cancel my international roaming, insisting on this in writing and even though they could see clearly that both phones were only used in the US at this time. I did call on May 10 and 11, 2011 to T-Mobile to cancel the international roaming.

During the last 12 months, I had many problems with T-Mobile that they refused to adjust wrong billing.

To leave T-Mobile and go to another company, unfortunately, there is no alternative with the Blackberry emails overseas; only AT&T. But T-Mobile is going to merge with AT&T soon. It will create a cartel on the Blackberry emails overseas. I hope very much as a citizen of the USA that FCC will not approve the merger between T-Mobile and AT&T.

A couple of months later, I received my monthly cell phone bill from T-Mobile. I had seen a charge of 300 dollars on it. I called and was told this was a charge for the new phone I had received. The customer rep for T-Mobile told me that the phone is not to be covered under the manufacturer's warranty due to water exposure. I said the phone wasn't exposed to water. The rep then proceeded to tell me that there are hidden sensors in the phone that only T-Mobile can see once phone is taken apart. I said, "Well, the dot that is visible to the consumer hadn't changed colors. And the phone worked normal, except it wouldn't charge due to malfunction of device." The rep then told me that the phone could have condensation buildup from going in and out of cold and hot conditions. I said, "So, if this is true, then the Vibrant is not a very good product."

I understand computer devices very well since I received a Bachelors in Computers. And I understand that networks' servers need to be in a climate controlled room. This is due to condensation buildup on hard drives that will ultimately ruin the hard drive. But a cell phone should be made to handle temperature changes, being it is used in all aspects of ones' life. I then proceeded to tell the rep that T-Mobile is not honoring the manufacturer's warranty. And this is a perfect example of a big company taking advantage of a consumer.

They have mischarged a non-customer's checking account for the cell phone bill of one of their customers. The mischarged account is owned by my mother. She's a widowed senior citizen who have not checked her checking account, because she does not have T-Mobile in the first place. Apparently, T-Mobile has mistakenly typed in this person's checking account at random. And they had charged it to pay the cell phone bill of a customer.

T-Mobile is the worst rated cell phone company for customer service. The company does have good advertisements. And that's exactly how they have done to get market share, with high priced advertisements and commercials. Please be careful with this cell phone company. When trouble arises, especially trying to get back some money, it is hard to get in contact with anyone. I hope someone sees this from T-Mobile and correct the situation. Otherwise, I hope future T-Mobile customers see this note and really consider the cell phone company they want to sign up with. Look for integrity and great customer service and you will have less heartburn. And I suggest you stick with such cell phone company.

When I remember and called, my phone was off. I was not able to call until i got back to the States. They told me that my service has been turned off for non-payment and they charged me an early termination fee. Total balance was $884 and my bill was $197.84. I have never been late with my payments but they were telling me there is nothing they can do. They were so rude and have no heart.

Imagine, my father died and I had to go out of the country, and I asked for time to pay. I know I was supposed to call them back but I forgot. We are all human, and was so unfair for them to do that to me and won't even help me. Please look into the matter for me, thank you.

4. Hung up on now by people handling better business bureau complaints. They will not resolve the complaint.

The guy charged me the incorrect amount for the original phone and at the same time charged me a cancellation fee, which is bogus because I had no contract. They had to pull the phone call to see that he was lying. Then I had to replace the phone twice because none of them work correctly, including the one that I have now. All the functions do not work on any of the three phones that they sent. It does not matter whether I did not sign a contract with the new phone or not, I am not sure what that has to do with anything--it has nothing to do with the complaint.

I have not been in contract with T-mobile for 4.5 yrs. I did not participate in "upgrade program". I called their loyalty department per suggestion from a tech support agent. The loyalty department doesn't want anyone to cancel service; therefore, we discussed a great deal on a phone with no contract. What Ms. ** is saying in her "resolution" isn't relevant to the complaint. They claimed to be billing me correctly when they are not. I have spent many hours on the phone for the last five months trying to resolve this issue.

A customer should not have to spend that much trying to resolve a billing issue. I wasted so much time explaining the billing issue over and over. Not being able to get a hold of the same person in their company, I had to start from the beginning every time. A customer should not have to go through that just to resolve any issue. They gave me a phone with the discount and no contract because they wanted to keep my business and now it sounds like they are trying to use that against me so that they don't have to compensate for putting me through all that.

I have been with T-Mobile for eight years with no problems or contract for three years. The people I have spoke with only know how to apologize with no help, or tell me "we understand", again with no help.

My bill has gone up every month with no explanation. Who in their right mind would pay $121 a month for a phone when Cricket and Boost are half the price for the same services, but without the headaches?! I'm a single mom on a budget, I know what I can and can't afford. I would not have signed up for something I couldn't afford!

All I'm asking for is what I was promised, and maybe someone on the other line who acts like customers mean something! Okay, maybe someone who speaks English, too!

Now it's been three months and it's just a white screen. On another line, my phone has to be rebooted three-four times a day manually and self reboots two or more times a day. I constantly get a no network message when trying to make calls. I've only had this phone for five months now. Every time I try to call and get the issue resolved, I get transferred over and over again. I asked about terminating the service contract since I don't really get service and was told that it would cost me $600 plus tax to do so. I have three lines on the account. I feel like that should be waived since they are not holding up their end of the contract.

In May, that new phone suddenly started dropping all my calls, and randomly restarting itself. I called T-Mobile customer service about the problem, and eventually they agreed to send me a new phone (same make and model). Within one week, that phone started doing the same thing. I called again. Again, I was told that all they could do was send me another phone of the same make and model. I reluctantly agreed. That phone started doing the same things the day I got it. I called and was finally sent a similar phone of different make and model. However, when you agree to send back dysfunctional phones, they make you agree that, if they get it back and it has any kind of damage, you will pay a restocking fee. You have no choice, but to agree to this. So, of course I did each time I had to send a phone back.

When I received the newest phone, all I was provided in which to send back the dysfunctional one was a padded (supposedly waterproof) envelope. I was surprised that there was no box to return it in, as had been the case with the previous phones. I figured they knew what they were doing; I put the phone in the envelope and mailed it in. Not long after, I received a letter in the mail stating that I would be charged nearly $90 for one of the phones because they found liquid damage when they inspected it upon its return.

I immediately called to dispute this, as it was not damaged when I mailed it. I can only assume the envelope got torn, and water leaked in. I didn't feel this was my fault, and certainly didn't think I should have to pay the fee. I called two days in a row. The first day, I was told they could do nothing. The second day, the woman I spoke to filed a dispute form. She said that they would speak with UPS, and try to determine if the phone had been damaged in-transit. She said I should receive an email in three days. One week went by with no email, so I called back. I was told that they no longer file those kinds of disputes and that the charge was valid.

I ended up paying that fee, but as a result, I switched my carrier. The same day I switched I called T-Mobile to ensure that my account was cancelled. The woman I spoke to verified my cancellation. I then told her that I had only been in my new billing cycle for one week. I asked if they would be pro-rating the charges on my August bill (in addition to a $200, early contract termination fee). She told me that there would not be any monthly charges of any kind and that I would only be charged the $200 fee. I asked her to verify this three times and each time, she told me the same thing.

I just received my August bill, and it was a total of $348! They charged me for the entire month (didn't even pro-rate it) on top of the $200 fee! I called to complain. I was told that I had to pay the full month's charges because I transferred my number to my new carrier. I explained about my previous conversation with customer service on the day I switched, and the representative looked up their "notes" in her records. They had noted that I called and was told that, yes, my account was cancelled. However, the records conveniently left out the fact that I was told I would only owe $200. No one would do anything about the charges. I was repeatedly told "it's a valid charge", and there's "nothing they can do about it".

T-Mobile's customer service has gone downhill big time. Their representatives and supervisors are extremely rude and unhelpful. They leave out details in their records that would help the customer later on, and they are next to impossible to deal with.

I called the 611 customer "service" line. To do so, I reached an East Indian call center. I went through various processes with the female East Indian representative, who stated that my friend is qualified for her own plan without a deposit. Then she told me that I, a 5 year plus customer, would have to pay a $200 "migration" charge to obtain the $49.99 plan! She stated that since my present contract had "488 days left" (false), I would need to pay this. However, if we both agreed to sign up for the $59.99 plan, there would be no migration charge!

How's that for blackmail? How's that for a representative using sign-on-the-dotted-line blackmail to up her quota and bonus money? I demanded to speak to a supervisor, at which point I was transferred to an endlessly ringing line by this female pirate. Obviously, I hung-up after forty-two unanswered rings. This was on Saturday 8-06; since that day, I have called the "customer service" 611 number every day. I have had 30-40 minute waits without an answer. At least two of my 25 plus minute calls were answered, and then hung-up on. "Due to high call volume, you may experience extremely long wait time..." Duh. Yeah, probably a lot of infuriated (former) customers, with a very big bone to pick with T-Mobile, huh! Do you think so?

After being hung-up on yesterday, Tuesday 8-09, and after a 37-minute wait, I was finally fed-up. I ended up on T-Mobile's "chat" customer "service" website. I was connected to an outsourced female representative, to whom I detailed the numerous issues I have recently experienced with T-Mobile. I also advised that if they value a long-time customer at all, to have a supervisor call me immediately regarding the attempted blackmail of a U.S. customer by a rogue East Indian female agent. Moments later, my cell phone rang, with an East Indian male stating he was a supervisor. I told him that I wanted a call from a customer retention supervisor “in the United States”, and that I was NOT going to call and endure more 40-minute waits.

Sometime today, during my 12-hour workday (when I cannot answer my phone), there was a call. Was it a T-Mobile representative? I haven't bothered to pick up the voice mail. Does it really matter? T-Mobile has lost this former long-time customer to their abysmal customer "service" practices, and the falsehoods and reprehensible attempt at customer blackmail by one of their "offshore" female representatives. This is a major regrettable situation. For a long time, I had T-Mobile, and I was pleased. It is only very recently (within the last 2-3 weeks) that I have had horrific experiences, and I have been treated like ** by this company's outsource lackeys.

Their customer "service" phone 611 now greets you with a litany of what you do (or don't) owe them (you cannot escape this), which wastes at least 1-2 minutes of your time, and refuses to put you with a customer "service" representative until you pick one of the four categories of why you're calling. Unfortunately, the category of being "totally pissed off" wasn't one of them, they want me to renew my contract with them-- go figure.

Following the two calls on 12/07/22011 to first order a T-Mobile phone and one hour later to cancel the same phone, I purchased an androidcell phone from Verizon. i then contacted T-Mobile customer service to confirm that no charges existed for the phone. The male customer service rep stated my account shoed it had been cleared of all charges. T-Mobile now state they have no record of this conversation.

I have made numerous attempts to convince T-Mobile I did not want and do not have a T-Mobile phone. If I had their phone it would have charges on it.

I am seventy years old and have never cheated anyone. This is extremely frightening to see how a company can turn me in to collections for a delinquent account. I do not have an account with T-Mobile.

Then June was my 3rd payment and July was my 4th payment. They are continuing to bill me for the contract up until September when it was completed as of July. There is a second equipment installment contract on the account and they did the same thing on that. The contracts consist of 4 payments for each contract, and T-Mobile charged 6 payments on each contract when in fact it should have been only 4.

They have continuously refused to rectify this matter. And they continue to charge me on a contract that has been already finished back in June and July.

NOTE: T-Mobile's records don't correspond to the billing statements, online accounts and paper billings statements sent to the customer. These are the proof that I have, I have online billing statements and paper billing statements but they do not match with T-Mobiles "records". They refuse to look into it. I have to wonder how many other customers have been over charged and ripped off who can't get any help from T-Mobile. Other than that, T-Mobile employees are rude and unwilling to help. They also refuse to give information on how to contact higher personnel and refuse to put supervisors on the phone and they even hang up on customers. My bills are paid on time every month. This is not just an issue about money. This is about the principle of customers being taken advantage of and they are still getting away with it. Your cooperation is very appreciated.

I called around mid-July to inquire why it was taking so long. They had no record of receiving the phone. I called again and talked to Joseph, he seemed like a good guy but apparently not since nothing came of his actions. Joseph filled out lost equipment form and research form # ** but I heard nothing.

I called again around mid-July, was told that a new phone would be sent to him. A phone did arrive but it had no SIM card, battery, or back. Davis called customer care department on July 27 and said she will have a phone sent out and that it will be there within 72 hours.

No phone showed up on August 1, so I made more calls to 1-877-778-2106. I called at 4:50 PM, got disconnected. I called again about 5:00 PM and this time Karen started talking to Jenna (technical support ID # **) and got disconnected. My mom called Debbie (ID # **) around 6:15 PM or 6:30 PM and Debbie said the problem is they didn't tell us to keep the battery, SIM card and back.

Davis also said that info is not on website. Debbie then talked to a supervisor and because it is a prepaid plan, they cannot bill account for items that we need and then reimburse us for our expenses. We need to go to a store. They explained we are about 2 hours away so we decided on Saturday, when we move him down to apartment in Milwaukee, to stop at the store and talk to them. Deb will leave notes on account. She will also call Dad's cellphone about 3:00 PM on Saturday, central time, since she is working 2:00 PM to 10:00 PM. She will work with the store and see what they can do.

Deb has both Dad's cell number and our home number. We cannot call her because you cannot request a representative. If Deb doesn't get in touch with us, she will call back on Saturday and until she contacts us. Saturday came and no phone call from T-Mobile rep. Karen called someone starting at 3:24 PM and we got a call from Davis on Dad's cell saying Debbie did not call as she said she would.

The woman I talked to said she would try to get Debbie and I got put on hold. Eventually, the line was picked up and I talked to Rosaly (ID # **). She talked to people from the customer care department and her supervisor, looked at notes and told us that because it is not on the notes to be reimbursed, they can't. I asked if Jenna was on the notes and she had no notes in there at all. I asked if there was from someone with first initial J and her ID number. I told her my patience was done and I have had it. Maybe their notes are not complete but mine are with dates, names and ID numbers, and what was said (also we use a land line so there will be a record of each phone call).

She said there’s nothing she could do so I asked to talk to her supervisor. Rosaly said one was not available but if I would hold she would keep trying. I asked if she could call me back. She repeated my home phone and said she would have someone call me back.

I then hung up and called Davis. He said they don't sell a back to the phone so he couldn't buy one and get reimbursed. Anyway we will need to get a replacement phone.

Finishing notes at 4:23 PM and still no call. So basically, they have no service and reps just keep telling you ** to try to get you to stop calling.

We renewed our contract in June, because it had the best plan out there. Since the problem is a random thing, it is easy to forget. We have been told anything to "interference with the tower" to "phones may not have enough external antenna to get signal inside".

Thinking it would be resolved, we waited to report again. Plus, we have had more pressing issues to deal with over the last two years. When we renewed our contract, we told the agent in the T-mobile store about the problem. She suggested we should have no problem with inside service with new phones.

Well, we went on vacation and resolved other issues. When the random problem of no signal inside our home came up, the 14 day return period had passed.

I called T-mobile at the number written on their website and explained the problem. After assessing the signal coverage, I was told that the problem was the coverage in our area was not strong enough for "inside use".

I was then passed on to another rep, who asked me if I was having a problem, why didn't I report it within the 14 day period? I explained that it was due to its random status and the fact that I was out of state for most of that 14 day period. I had not thought of the problem until recent problems.

Getting nowhere with her, I asked for the supervisor, who said his name was Richard. He wanted to know when I reported it. I told him it was before when we went out of town shortly after renewing the contract.

He said there was no record of it. He wanted the dates we left and returned from vacation. I told him I couldn't accurately recall that info. He said he had to know that to know whether I was lying to him or not about reporting this. I did tell him I had reported it when we renewed the contract (but didn't remember it was actually in the store, so I didn't tell him that).

He then suggested very strongly that I might be a liar and I just want to get out of the contract. I told him we were never. In all the time we had a contract with them, I told that our tower didn't provide sufficient signal to support service to us. He said that didn't matter, we should have complained in the 14 day period.

They have a problem with service in our area. They have known our address for greater than 2 years, yet they didn't let us know our area wasn't covered for inside use. They will not allow us out of our contract without charging us a $200 per phone ($400) charge for breaking our contract early.

I have had limited to no internet connection since May. There were some instances where the service worked well, but they were sporadic and unreliable. Most of the time I have a service slower than dial-up.

I called on August 2, 2011 at 8:26 pm to cancel my service and request that the $200 cancellation fee be waived. I no longer wished to do trouble-shooting, etc, because it was a long process which had not resolved my issue. I was re-routed to Marty in Customer Retention. After explaining my situation again, Marty said that the reason I had little service was due to "leaves growing on trees". He also said that in the contract, T Mobile is not liable for service so he could not waive the $200 fee. I went forward with the cancellation and expect to be billed for the $200 cancellation fee any time now. I was not given an apology for T Mobile's refusal to waive the fee or for the lack of internet service. While Marty was not rude, I was so frustrated and shocked by the lack of any efforts to help resolve my issue (on top of 2 months of little to no service), that I was reduced to tears by the end of the conversation.

I did not ask for my monthly payments to be refunded, I simply wanted to get out of the contract (that for all intents and purposes was voided when I had no internet service) and not be charged $200 to do so. I believe that there is a standard of fairness in this case that is not being met. I understand that in the contract it states that T Mobile is not liable for service, but to place such a major condition that is the very core of the contract in the "fine print" seems misleading and unfair.

I called T-Mobile and was informed that they are now charging this fee when a service is suspended. The change in service terms took place in late June 2011. I have not been given any notice of this change in terms. When I spoke to a representative about wanting these fees taken off of my bill and telling him that his company has breached the contract that I have with them, he decided all of a sudden that there is this great plan that I can take advantage of that will take off the fees and reduce my bill by $25.00 per month BUT I have to agree to the new terms and conditions and extend the contracts of all my lines for another 2 years.

Here is the problem, one representative said that my service had been suspended on July 4th 2011, which is not true. Then the representative that wanted me to agree to the new terms and conditions stated that my service had been suspended on July 5th for 4 hours which is also not true. Regardless, they changed the terms and conditions without my knowledge and expect me to adhere to this new contract that I never agreed to with them if I want to keep my service.

This is **, when is a customer's contract really a contract? What is the point of having a contract if the terms and conditions can be changed at any time by one party without the knowledge and consent of the other party? The definition of a contract is "an agreement with specific terms between two or more persons or entities in which there is a promise to do something in return for a valuable benefit known as consideration."

Anyway, I'm trying to cancel my current account and open a brand new account with new numbers on the T-mobile website. I've placed an order and was processed and approved. I also had to call customer service to verify SS number and personal info. All three lines (phones) are for free and I only had to pay activation fees for each line. My order was processed and shipped and was in route by UPS and then sent back by request of T-Mobile.

I called T-Mobile and spoke with Ms. Benita who advised me I need to go to the T-mobile store for identity verification per the fraud department. So I agreed to go to the store but they wanted me to start my order again and pay the store prices, which is full price for all phones and $50 deposit for each line. The T-Mobile store and the online store are two different departments and they will not accept identity verification from the T-Mobile store.

I called many of times to your center and I spoke with two of your representatives. The second one introduced himself as a supervisor. I explained that I haven't traveled at this time, so how come you charge me for international roaming. According to the supervisor, the system indicates that I called in for international emails and didn't call back to remove the feature from the system. Therefore, I am charged for the entire month.

Please be advised that I haven't traveled with these two phones for the last three months. I came back from my last trip on May 7, 2011, and I called T-Mobile to remove the feature of international roaming. Since this date, I haven't traveled yet. I have been doing this for more than 10 years with T-Mobile. I always call on my way to the airport, and I call again on my way back. How come you tell me that I have called in, and that is in your system? Do I control your system? Do I write notes in your system? You are blaming me for an error done by your company employees.

All the time that I am spending with this issue, it costs me more than $ 44.32, which is the additional amount of the actual bill. I don't have to assume the responsibility from T-Mobile's error. During the last 10 years, your billing has always been with errors. But when I call the company, they just assumed these errors and adjusted them immediately.

It seems to me that your employees have instructions for the last two years to take advantage and overcharge the customers. Is this because you're about to merge with AT&T and you have to show a better balance sheet? Therefore, you are committing fraudulence to your customers. I can prove with my passport that I haven't traveled from May 7, 2011, and your bill is wrong, unjustified, and done on purpose to make more money from your customers. I am going to pay the bill as requested $ 308.92 - $44.32= $264.60 and the rest of the money I am expecting immediately credit and compensation for the wasted time with this issue. Thank you.

I called many times to your center and I spoke with two of your representatives. The second one introduced himself as a supervisor. I explained that I haven't traveled on this time, how come they charged me for international roaming. According to the supervisor, the system indicates that I called in for international emails but didn't call back to remove the feature from the system. Therefore, I am getting charged for the entire month.

Please be advised that I haven't traveled with these two phones for the last three months. I came back from my last trip on May 7, 2011, and I called T-Mobile to remove the feature of international roaming. Since this date, I haven't traveled yet. I have been doing this for more than 10 years with T-Mobile. I always call on my way to the airport, and I call again on my way back. How come you tell me that I have called in, and that is in your system? Do I control your system? Do I write notes in your system? You are blaming me for an error done by your company employees.

All the time that I am spending with this issue, it costs me more than $ 44.32, which is the additional amount of the actual bill. I don't have to assume the responsibility from T-Mobile's error. During the last 10 years, your billing have always been with errors. But when I call the company, they just assumed these errors and adjusted them immediately.

It seems to me that your employees have instructions for the last two years to take advantage and overcharge the customers. Is this because you're about to merge with AT&T and you have to show a better balance sheet? Therefore, you are committing fraudulence to your customers. I can prove with my passport that I haven't traveled from May 7, 2011, and that your bill is wrong, unjustified, and done on purpose to make more money from your customers. I am going to pay the bill as requested $ 308.92 - $44.32= $264.60 and the rest of the money I am expecting immediately credit and compensation for the wasted time on this issue.

First, going back some time, the phone I have had for the last 2 years, the MyTouch Android device, has bugs and has consistently deleted crucial information (phone numbers, text messages, and other content) without my consent. When asked about a possible hacking fraud or security risk, I was unable to make contact with T-Mobile to find resolution as to possible issues if this was in fact a problem. When I explained that a family member had recently been a victim of fraud, that someone called saying they were me had said they were in the Dominican Republic and that I needed money to get out of jail, she obliged to help. So, she sent $4,000 via Western Union with the intent to help me. The only thing I could think of was that somehow my contacts and phone may have been hacked. There was mention of that being a possibility. It could have been through my computer, but either way, I wanted to know for sure and needed to do research.

Upon also explaining that my phone inexplicably was deleting messages and information, they explained that maybe HTC, the phone manufacturer may have updated it without my consent. "So", I ask, "HTC can just do that without any consent?" The technical support representative could not say for certain. So after discussing other issues, it was brought to my attention that I had the wrong SIM card in my phone. This was after almost two years, so I had the wrong equipment supplied to me to begin with without any kind of information or warnings. The way it was explained to me by technical support was, "Well, we can't just tell everybody who has this problem.” Meaning that it is a known issue impeding proper service and there was no intention on T-Mobile's behalf to warn customers or provide information. Again, this was after almost two years.

Moving forward, the phone is obviously a problematic device and I needed to find a new solution. After going through a run-around with their "customer service", I had to wait for my contract to finish before being able to upgrade. So, with my current device obviously being on its last legs, I was going to upgrade a couple of days early.

The customer service representative told me that she would call me back if I'd like, as I wanted to look online at available options before moving forward. I told her to call me back at 11:00 AM two Sundays ago. Fine, that was no problem. Well no call. So I called back because there is stuff I need to do and I just want to resolve the issue. Finally after getting through again, I talked to a nice customer service manager who explained that I was able to acquire the new phone and subsequently defer the payments partially over three months. She quoted the cost somewhere in the range of $160, this was for the T-Mobile HTC Sensation. She told me to go to the store in Hawthorne, California, the closest store to me in my area at the time, and there I could take care of this and move on. Fine, that is why I called. To get the information I needed and to have an understanding of specifics.

When I go to the store, they tell me that it was going to be way more expensive than what I was told. Again, wrong information from what I was told over the phone and what I get from the T-Mobile store location. Needless to say, I did not make the purchase at that point. I felt it was a form of "bait and switch", which is why I called to begin with – to make sure I was getting the proper info.

So fast forward to today, Sunday, July 31, 2011. My phone, the T-Mobile MyTouch is finally dead. Not being able to contact customer service via Skype phone (it could not understand me and whether I "said" what was prompted, or what was supposed to be dialed in) it would just hang up on me. The live chat was disabled and when I tried to go to the website to find a location, the website did not work. So lucky enough, my friend was able find a location on his iPhone. When I finally get to the store location in Encinitas, CA, I explained my situation. I'm told that I have insurance and that I also can upgrade. Seeing how I may have paid into insurance, and honestly I didn't remember, I figured it makes sense that I should rely on my insurance if I did in fact pay for it. So, upon paying $53 for a loaner phone, I went home to tackle the problem online and register with T-Mobile at phoneclaim.com. I go through all the work to fill my info, create an account, and proceed with taking care of the issue.

Then it says unable to process request, and that my phone is not covered by insurance. So, I then try to call customer service again today. When I finally get through and ask about my situation, I'm told that it was, "MyTouch 3G 2-Year Warranty - $29.99 One-Time Charge". Needless to say, I had again received the wrong information from the store and I had expended much time and effort to find a solution. Continuing on with the call, I further needed info as to what my options are. The customer service representative, who went by the name of Dulce, was rude and condescending. When I was relaying the issues I was going through, she interrupts me and asks, "What do you want?" I explained that I wanted to acquire a new phone with regards to the terms that I was originally quoted to by a customer service manager a while ago. It is then relayed to me that the "terms" have changed. I can no longer defer payments, and that I have to pay what was quoted. I explained my issue with getting the wrong information up until this point. And she just kept interrupting me and finally my sentiment was, "Ok, I get it, I'm obviously looked down upon because I obviously have a plan that had been grandfathered in, and that my plan is obviously more of a burden than really being about customer loyalty." While I did not say that, that was what went through my mind at that moment. I said, "Ok, I understand now. Thank you." The customer service representative starts to chuckle and says, "Good luck", leaving my situation completely unresolved.

While in the past, T-Mobile's customer service was great, it is now erroneous and apathetic. The products work less than advertised and have many obvious flaws and liabilities. As a paying customer after all these years, it is disheartening and frustrating.

we have an excellent credit rating and tmobil has not had to come knocking on our door for payment! nor do we make them wait for their money the way they made me wait on the phone for a live somebody to help only to discover there was no help available. i was so fed up i asked my husband to try and to my surprise he was treated worse than me! go figure. i'am sick of tmobil i have had more trouble with them in the last two years that you could ever imagine,we stayed with tmobil as they were the cheapest wireless available,now i see why they don't do any thing except take your money. it's terribly frustrating maybe some one else will have better luck than me but i am done when the contract ends i am going with sprint. everyone i know has sprint except me and they rave about sprint,and getting on the web in airports every one around me is flying(no pun intended) and trying to talk is even harder echo's galore a real pain in the ....! thanks for the chance to vent at least that is free

Another phone was shipped to me. Well, now that phone is also defective. So July 9, 2011, they sent me a refurbished phone guaranteeing me there will not be a problem. Well, I have had the phone exactly one week and that phone also, not functioning properly, keeps dropping connection to bluetooth, keeps turning self to silent so I cannot hear calls, locks up, freezes, connects to internet on its own with the key pad locked. They now tell me they will send me another. After spending the other night with tech support doing master reset and struggling with this phone, I want another phone. Not a Nokia E 73 as T-mobile discontinued the phone shortly after its release due to numerous complaints and issues. Yet, they keep sending me refurbished phones that are not functioning properly.

I did not get the original phone free. I had to pay almost 400 for it and I am sick and tired of them not dealing with the issue to my satisfaction. Obviously, the phone is prone to issues. They know this that is why they discontinued it. Now they tell me that I am the problem, I am not using the phone properly.

Just today I was in a T-mobile retailer to try to fix the problems. Bottom line, she could not. The new refurbished phone is defective. I have called them numerous times and keep hitting a brick wall. I want a new phone, not a Nokia E 73 or perhaps they should take back their non functioning refurbished phone and give me back my money, cancel my contract and I'll go elsewhere . Can someone please help me here. They refused to!!!

How can a company charge me for a month of service that I did not have? When I asked to have the charge removed, they refused and said that they could charge me an extra month of service even though I was no longer a customer, because I ported my number out to another carrier.

I called T-Mobile to complain about their discriminatory practices regarding FlexPay. I am a service member in the United States Army and they stated to me that they could not offer me military discount because I am on a "Flex Account" Plan. 1) What difference does it make for me to be on a "Flex Account" plan? 2) I did not ask to be put on a Flex Account plan when I initiated service with T-mobile. 3) This is a discriminatory act by T-mobile.

My son passed away and I am suffering financially--paying for burial, funeral arrangement and hospital bills. T-mobile (James) stated that I could not be placed on a billing arrangement because I have Flex Account. So, not only do I have to suffer with my phone off, I am also not offered the same privilege a person with a contract has. I want my account closed without penalty.

Has anyone else had this problem? We have a Nokia E73 Mode. After only two months of use, the part that connects to the charger on the phone fell out. T-Mobile nor Nokia would replaced the phone. We had to pay Asurion $90 for another phone. The "refurbished" replacement had problems also. Surprising, since the customer service person told me that there was no recognized problem with this phone. We then received a "New" phone from T-Mobile. There doesn't seem to be a problem with the one we have now. I have tried to get reimbursed for the extra money we had to pay for their defective phone...but no dice that is "not their policy"! They would rather lose the 2 accounts of a $300+ a month customer than to credit me $90. When I think that I have stuck by this company for all of these years...

Yesterday, I responded to an online offer from T-Mobile for the G2x android phone - phone with 2 year contract = FREE.

I called T-mobile, went through the entire process - credit check, personal info, debit card info, et cetera. After being put on hold for some time, the sales associate came back on the line and said everything was approved, and my order had been placed.

Today I am told my order was rejected for consumer credit reasons, and that I have to go into a T-mobile store to buy the phone and set up a new plan. Of course, they don't offer the "free phone" deal in stores. I called repeatedly to ask why it was denied after being approved and the smart ass customer service rep just kept saying "well it is what it is" - his name was Skylar, by the way. This one is going to the BBB for sure, and if I end up being the victim of identity theft due to the information they got from me, there WILL be a lawsuit! I believe this should be considered advertising fraud of some kind.

It means I am forced to pay a few more weeks of service if, they couldn't pro-rate the bill when customer needs to cancel the service. Why can they pro-rate the bill when customer starts a service?

Isn't it T-Mobile sucks?

She seldom uses her phone so she always had in the neighborhood of 600 to 700 minutes left. She usually went in August, because in her understanding anytime during the month worked to roll over her minutes. One year, she paid early because she was in the mall. Then her bill became due in July. We didn't like it, but we continued. This year, she went to the mall to buy the new minutes and they said that she has 0 minutes, instead of the 740 minutes left because she didn't pay the bill on July 15th. This is the first time we knew about a certain date so we argued with the representatives in the mall. At home, she called T-mobile and after a long time she got some foreign lady and, basically, all she said was that she have 0 minutes.

$74 is a lot of money to retirees on fixed income. We think this is really unfair and we don't expect to get any relief; but T-mobile will never get any of her business, or a good word from her again. As far as I'm concerned, she shouldn't have had to buy more minutes until August.

When I called customer service, they had all the notes but said that they could do nothing to fix the problem unless I paid for both phone lines. They could change my billing something the earlier lady should have done. So in order for me to keep my phone, I have to pay for additional service that I had already cancelled for another month. Because they made a mistake that is extortion.

Well, it did show. I called for a month at different times of the day with never an answer. I then called T-Mobile to let them know that I was paying my bill minus the $38.26 that is supposed to be credited. I told them I can never get a hold of anyone, and they suggested I go to the mall. It’s not up the street, but I made an effort after the second bill had the charges. Low and behold, the kiosk was gone! I called T-Mobile and they couldn’t help me. I was given another address to go to and have them credit it. Really? I decided I would keep deducting from my bill until I made it over to the T-Mobile store.

Then a few days ago, I received a denial letter in the mail denying my rebate! It said I didn’t qualify; even though Jason said I did and he filled it out for me, and never mentioned having certain qualifications to meet to get this rebate. I called the rebate center; they said I do not qualify, and there is nothing I can do about it. So, there is $50.00 and $38.67 that you are ripping off from me. I then called T-Mobile and told them that Jason filled out the form for me, and told me to mail it to the address listed. I asked to speak to a manager and as I suspected, there was no one around. Lisa then told me a supervisor will call me at my home number within two hours. That was a week ago, and no call of course. I did tell them I am very upset that they don't seem to care about customer service, and having me switch to another service. I pay $70.00 a month, and have been using your service for years.

I don't know if it’s because of the switch you are all making, but I would think customers still matter. I guess I am wrong. Is there anyone willing to help me with this? I deserve my credit of $38.26 that I am being charged, and my $50.00 Visa from my promised FREE phone. The kiosk you run is very deceitful, and I will make sure word gets out if nothing is done. I had to go further up as no one seems to care.

Thank you

This is a clear case of fraud, as I had specifically asked the customer service for contract terms for the additional line. The paper work sent with the phone has no mention of this information. The phone has an arbitrary seal. It stated that once the package is opened, one is liable to the terms and conditions. What are the terms and conditions when the customer service has custom made plans?

For the first two months it was quite good, and I received no problems with the service at all. In March T-Mobile did some kind of upgrade to their system, and it was never the same. I also had a stroke on March 11th; I went back to the hospital with a heart attack, and with surgery on March the 16. While I was in the hospital, I needed to use my service with T-Mobile; I was unable to because it was extremely slow, and pages wouldn't load. When I returned home on March 20th, I had the same problem. I was very sick; therefore, I kept hoping the speed would straighten itself out. On April 1, I regretfully had to move to a first floor apartment, as I was quite ill I had to do this by myself. As you can imagine it was quite a struggle. I was unable to contact T-Mobile about the poor service until May 20th.

When I contacted T-Mobile I was routed to their technical support, as I was in every ensuing call. Each time I called, I was treated flippantly, and given the runaround. Most technicians blamed me, and lied to me. Many times I asked for a supervisor and was denied. I was told many times that T-Mobile was not responsible for what the sales person said, and that they were not responsible for the speeds I was incurring. They did not have to give me the speeds they advertised. I explained to them how sick I was, and it did not seem to matter. They wanted me to go out at night on the bus; test my system elsewhere, go plug it into another system to see if it worked and move it around my house to see if another location worked better. I complied with most of the requests, and nothing improved.

I was also told that it must be the rocket stick I had, and maybe I needed to buy a new one, (I have the Rocket 4G; so, this was not the problem). They told me that my area was unable to support 4G (which is a lie) I asked if they oversold the area, and the technician said it was possible. I was told Edge (2G) was good enough, (which is slower than dial up speeds). I told them I was paying for 4G and I wanted it. They told me they did not have to give it to me over and over again. They also said I could not expect 4G all the time, I replied by saying I expected 4G at least 90 percent of the time not 10 percent of the time. The 10 percent proved that I was able to get it, but that they have issue that was why it was not very stable. I was extremely frustrated, and in a great deal of pain. I would have to wait up to five minutes for a page to load if it would at all. It became very clear to me that they were just stalling until I gave up. I kept records of the phone calls because I knew I was getting the runaround. These records are included at the end. I requested to speak to a supervisor and was repeatedly denied the opportunity.

There were days I went without service; most times I would just get 2G, and pages would not load. I was unable to do any research, back up my notes online, check email, do my banking, pay my bills, and investigate medical issues related to my recent medical conditions. I do not have television; therefore, I was basically isolated from everything and everyone. I could not read the news. I could not use the Internet service, and I was paying $39.99 a month to be able to communicate with friends and colleagues. I made it very clear to T-Mobile that this is not acceptable, and they just did not care. They kept telling me they were not responsible for what their sales representatives said to get me to sign, and they did not have to give me the speeds they promised me as well as advertised. I was paying for 4G; at the most I am getting a slow 3G and slower levels. I was supposed to get 3G after my 5GB were used up, but that was for the most part the highest speed I was allowed. I was paying for 4G.

The T-Mobile technicians were of little or no help. They refused to get my Rocket working. When I discussed it with them, many of them said they would not put up with this type of service either. I worked with them for forty days, and was just left frustrated and confused. I had to continually call back. They were not interested enough to check with me. I finally faxed them. I told them that they were negating their contract when I had not heard from them. I called back and told them to turn off the service. T-Mobile turned off within two minutes of the request, even though I had already paid for another week or so. I asked where I should send the Rocket they told me to keep it or sell it. They also offered me their telephone service in place of their Internet service which I declined. I informed them I have contracted with Verizon for years, and they never pulled this kind of nonsense. They fulfilled their end of the contract.

When I go to the grocery store and buy a bag of chicken, I expect a bag of chicken not a bag of dung. If I get a bag of dung instead of chicken, I am able to take it back, get my money back and not do business with them again.

T-Mobile informs me that even though they promised me 4G service that they are not only responsible to give that service to me and I am liable for a penalty fee if I do not continue doing business with them, which by the way they are trying to force me to do. These people are arrogant and irresponsible. They think they have outsmarted the law and law abiding citizens. A contract without consideration is not a contract at all. I feel like I am dealing with an illegal contract cartel. Why would I agree to pay $39.99 a month for Internet service that is less than dial up service? Where would they get the unmitigated nerve to think they can force me to do this? I have never dealt with a company this underhanded and manipulative, that would have the audacity to try to charge me for services they are incapable of or unwilling to give me.

I do not feel I owe them this money because they violated the contract agreement in the first place. If I contract for a service, I have the right to that service. If I decided that the service was not worth $31.99, but $10.00 and paid accordingly, T-Mobile would scream foul. Then why is it that T-Mobile thinks there is a problem when I am getting less than 10 percent of the service promised me, and I scream foul? If I buy a chicken, then I want a chicken!

If an advertisement is not literally false, it may violate the law if it is likely to mislead consumers. Laws governing false advertising generally apply to statements made in print, radio, and television advertisements, as well as on websites, signs, billboards, pamphlets, pictures or emblems, and even in direct sales pitches or verbal communications to consumers.

I believe T-Mobile is willingly and knowingly misleading consumers to purchase a product that is not what they say it is, and then willingly and knowingly refusing to compensate the consumer for substandard services. Furthermore, I believe that T-Mobile is knowingly and willingly forcing unsuspecting and unknowledgeable consumers to pay a small fortune in order to not be forced to use these substandard services. False and misleading advertisements not only harm the consumers who rely on the representations to make purchase decisions that they would otherwise not make, but they can also negatively impact the advertising company's competitors, who compete using honest and lawful promotional efforts: http://** . If T-Mobile would have told me the truth, then I would not have decided to go with them. T-Mobile representatives try to convince the consumer that they must put up with these substandard services and have no recourse, but to comply with their demands just because T-Mobile says.

On June 18, 2011, I sent a fax message to T-Mobile addressed to the customer service relations department (1-813-348-5763). I wrote that I am fully prepared to go to court over this issue; I am more than willing to inform the BBB of the bad service and inconsiderate service that I have received, and that I have witnesses and documentation to verify that I am paying for the most part for less than dial up service. I also sent them my documentation of all the calls I made to their company. I have not received a response. A copy of the fax message is available for inspection.

This process between waiting online and getting hold of someone took hours and for some reason I kept running into John 0360 in the supporting staff. I spoke with him three times but of no help; every time I spoke with him or with someone else, I get directed to another person with no answer or explanation. The last time I spoke with John 0360, he told me that there is nothing he can do about it.

I need my money to pay my phone bill. I am not a rich person and I make little money. Please help me and show me how I can get my money back.

Thank you,

Bashar **

Then I received a cheap, out-of-date, $19.00 phone that they normally give for free. I called the customer service again and was told to wait another week for another phone.I paid $99.00 and added $10 per month on my bill to make this phone work and entered in another 2-year contract. I have been a loyal customer for over 8 years and what do I get? Nothing but runaround and being victimized over and over. To cancel my plan, it will cost me $600.00. I have spent endless hours on fixing the problems that T-Mobile caused me and I can't wait for the day that I get out of my contract with them. This is one bad company to deal with.

I explained to T-Mobile that I would only cancel one contract and not three, so that at least my husband and I would have a different company and be able to receive our very important business calls that we have been missing. Their response was "No way!". You would think they would want to keep us for the two contracts and get their expensive monthly payment, but since they are unwilling, I might just bite the bullet and switch to Verizon where I should have gone in the first place.

Second: They have been charging for text messages from out the country, when we don't know somebody out of the state. We complained about it but they still don't fix the problem. They told us to pay the bill or they will cut the service off. These cell phones are the only way of keeping us in contact with each other because my wife is disabled and need the services in case she needs to call for help. Please help us, we are tired of all of these. We are not rich.

Wrong! We got the first bill and it showed that they split the cost of the phones up into a payment plan for 4 months at $76 per month per phone - $152 ($152 x 4 = $608). We were supposed only to be charged with a total of $300 for both phones. They were overcharging us with $308. We called customer service back. We were advised that we were charged $199.99 per phone ($228 with tax) and that they would credit us for the difference between the $199 and the $150 we were quoted. This was given to us as a one-time credit to our account but they still didn't adjust the monthly charge so we were still being overcharged monthly for the installment payments on the phone (not to mention an extra month on the installment plan that we had not agreed to). To make matters worse, at the same time, they overcharged us for the data - $30 per phone rather than $20; and it was noted so they couldn't dispute it. So they credited us for the difference we already paid and adjusted the cost for the data. To add insult to injury, we couldn't even get dial-up speed on the data they were overcharging us for, with either phone or the new data stick at the new house.

After several weeks of spending hours on multiple phone calls with technical support, they determined the problem was with their tower. They asked us to give them a "few" weeks to get an engineer out to fix the tower and to be patient. After 3 months of not fixing it and documented calls, we canceled the data stick and returned it. They told us they wouldn't charge us for the early termination since it was well-documented that we couldn't get the service we contracted for, on the data stick, since the day we got the stick. We returned the data stick and behold, a month later, we got a bill for services and for early termination. Another 2 months, and finally they credited all that back to us. Because the data issue was so well documented, we were also credited for one month (only) of data on the phones. 6 months later (now), we still get less than dial-up speed on the data; but they aren't doing anything to fix it. Suddenly, there were no records of any calls we have made regarding the issues with data; and they will not let us cancel the data on the phones nor credit us for a service we cannot use.

In the meantime, we discovered that at the time we purchased the phones, Samsung had a promotion going on for a $50 rebate on the phones. This means, instead of the $150 per phone we were quoted, with the $50 rebate, it should have been $100. Keep in mind that they overcharged us on the phone and were supposed to credit us for the overcharge. T-Mobile acknowledged that there was a rebate at the time we purchased the phones but insisted that the phones were $199, not the $150 we had been quoted; and that the credit we received for the overcharge of our phones was the rebate being applied. Magically, the documentation that shows we were told the phones would only be $150 has disappeared. We spent hours and hours of frustration on each call to try to fix things. Ever since the announcement that AT&T is buying them, we spend no less than 50 minutes to an hour waiting for someone to answer the phone. We finally had enough and told them to terminate the contract and cancel the phones but they refused. They told us it was a $200 early termination fee, then told us that we couldn't cancel or turn off the phones. We told them that we could; and told them to do it. This was 6 weeks ago. The phones are still active and we are still being billed even after we told them to discontinue service.

At first they wanted to replace the phone. So I recieved a new one and sent the old one back. Then I still had the same problems, and called back it took weeks of different reps with different ideas of what it could be. I upgraded my android OP system, had it trouble shooted several times, was told it was a network issue once, finally someone wanted to send me a new sim card. I ordered this sim on the 13th of june. It was suppose to be at my house by the 22nd. I called back on the 22nd because I never recieved it, was told to wait a few more days. Then I called on the 28th had to go thru 4 different people one my phone cut out on in the middle of, the next one told me they couldn't ship me a sim card i had to pick it up in a store, the next had to transfer me, and by the fourth she had one overnighted to me.

I still didn't recieve this one until day 3. When I called after the 1st day to complain about not having it, I was told once it is in UPS hands it's no longer t-mobiles problem. I went through another 4 people to fix this ongoing issue. This is what there solution was she could either continue to replace my current phone with a new one because I had a warranty. Or she could waive my 2 year wait period and I could by a new phone at a discounted price. I told her it is a large hassel to continue to send a phone back and have to reprogram a new one when the service seems to be the issue not the phone. Why would I want to purchase a new phone when I just spent 250.00 dollars on this phone 9 months ago.

She just kept repeating that was all she could do for me. She also threatened me by saying she was sorry but I was under contract and these are my options. I told her I wanted out of my contract, I was going to go to a company who had better service and could do something for me. The next day I recieved the sim card, I put it in my phone. within 24 hours of this new sim card that was suppose to fix my issue a call dropped and my text messages weren't being recieved until 7 hours later. I was done! By this point I had also written letters to both the BBB and the FTC. I switched providers and went to Sprint. Now I am being called about my BBB complaint from the head customer service representative who still won't let me out of my contract, and doesn't care that I was having horrible service. This is BS.

After three increasingly terse supervisor conversations, I was told there was no nation HQ number to call for customer relations. I thought that had to be a lie a phone company with no national phone line for customer problems? but I was WRONG. T-Mobile does not want to talk to you if you are not happy with their screw-ups! You have to write a letter to the phone company! IRONY ALERT!

What nimrod thought THAT up? So how good do you think customer service is going to be, if no one can be held responsible for it? THAT'S RIGHT! It's going to SUCK! Tomorrow I will go back to Costco and cancel the whole mess. I found out that AT&T bought T-Mobile, so I doubt I will change to them!

Now, once again, I have a charge this time for $29.99 and it's the same type of charge; and I am being told I have to pay it, and then it will be deducted next month.They can't tell me what I have done for this charge other than some company saying I gave them my phone number to play a game on the internet at some time, or I must have replied to a text message like 'stop' or something. I have been through this too many times. I know better than to reply to these text messages. They told me they could offer me a service that would stop this for a small fee of $5.00. I am starting to hate T-mobile for their lack of customer service. That's what you get from T-mobile for 7 years of service. It sucks.

When I received the new mobile, the network didn't work and after several attempts to fix the problem, T-mobile advised me to return the phone for a full refund. I was told to use the return label with the phone when I bought it even though it said "for recycling purposes only". Three different T-mobile representatives told me to use that label even after I questioned it to be the wrong label.

Sure enough it was wrong and T-mobile claims to have never received the phone. I called back and they said since they gave me the wrong info and that they would refund my account--all reverse, all new charges. They refunded only my down payment. Now they are saying they will not refund my account, the final charges, or reverse the monthly data charge of $30 a month for two years.

I called T-Mobile's 611 or customer service line to pay my whole initial phone balance off on 03-03-2011 and was assured it was paid off. I asked the representative if that would take care of the initial phone charge and they responded, "Yes and your bill will come out on March 23, 2011". At that time, I was at ease because I believed that was taken care of.

On Saturday, March 23, 2011, I called the customer service line again because I saw a text that said a payment has been withdrawn from my account in the amount of $160. I almost fell off my seat! I talked to a customer service representative and I explained my problem and stated I would like to withdraw from paying it off all at once because I was misinformed. He said that there was no way to do that because it's already been taken out of my account.

The representative was really nice on March 3rd, unlike the other two people I first spoke with on March 23rd. I spoke with an unnamed customer service representative and he just kept apologizing, would only repeat himself and not answer my questions directly. I asked him for his last name and where he worked and he didn't want to provide the info to me. The representative said it's not in their policy to give out his full name and location (country). Then I asked him for his supervisor's info and he asked why I needed that info and said there is no reason to speak with his supervisor because he is more than capable of taking care of my issues.

I wouldn't be asking for a supervisor's information for no reason! I finally got to speak to Jose B., the supervisor, and he was no better. All I wanted to do was find out why it wasn't explained to me on March 3rd that as a T-Mobile customer, you must pay your charges first before they take out the initial phone payment. I asked Jose B. if they could disregard the total payout and just continue billing me every month for the initial phone payment and give me credit.

Jose could not understand what I was requesting. He said that is not possible. He stated that the representative should have advised me of proper procedures and I agreed but he also said if I made a request, it will automatically go towards the monthly bill first than when the monthly due date comes around it will take out the amount owed for the phone itself.

That did not happen as he said it should and when I brought that to his attention, he started talking over me as if I was no longer a customer. According to that statement, it should have been taken out on March 23rd in place of the monthly charges along with a $6 charge for the balance due. So I also asked simple questions to him and I felt as if I was dealing with a shady business. He couldn't answer my questions directly nor did he make me feel comfortable.

I was fed up with the break-in communication; I requested to speak with his manager. He started asking me why I needed to speak with the supervisor. I couldn't believe it! What kind of business would make it so difficult to answer questions? Anyway, I got transferred to Kristine H. and she was helpful and comforting although she couldn't help much more than the others.

It's unfortunate that I had to go through all of these just to get something done. I am not balling and nor am I naive about how customer service works. I do not feel comfortable working with a company that makes their customers feel helpless. Please fix the communication gap and provide the best customer service possible. You owe that to your customers.

Here we are on July 5, 2011 and I experienced another problem with the famous T-Mobile. I bought a new phone with T-Mobile in May and decided to return it because there was nothing special about the G2X phone and I wanted to switch to another carrier. I returned the phone in the same condition I received it, intending to receive a refund. Lo and behold, the Garland, Texas T-Mobile on I-90 stated they could not refund it directly to my credit card or cash because their computer would not allow. The only other option was to have them mail it to me within 14 days.

Fourteenth day came on June 24th and I still did not receive my $300 and sum change. I called the 1-800 # and they instructed me to call the store for the refund. So as instructed, I called the same location and Mabel stated she would work on it and call me back, that she had to call another store manager because her manager was out of town.

She did call me back and said they are working on it and have to send another request and I should receive it in five business days. Five business days came on July 1, 2011 and no check. I called again and spoke to Mabel, who stated she is going to have to speak to her manager and get back with me; she said he was still out of town. She never called me back and neither did he.

I had to call this morning (July 5, 2011) and speak to this manager whose name, I believe, is Scott. He stated he didn't know what was going on with this refund and he will have to look into the situation. I then asked if there is any way to overnight the check and he said no there is no way. I also asked how long it would take for this refund and he said he will work on it and get back with me.

Guys, this is horrible customer service and I do not believe I deserve such treatment. I paid you over $300 and all I need is my money back. I have bills and this cannot wait any longer. I will be contacting a lawyer if that is what it will take to get A) decent customer service, and B) my refund. T-Mobile has become a very unprofessional and non-loyal company that needs a refresher. Please step up your game and treat people the right way! It's my money and I need it NOW!

When I called I was told that they could not see a break of "days" where I couldnt use my phone so I would not be credited for my account. I also explained I was unable to get another phone to call when I was having issues and they advised me to come to a TMobile store. After a very long 3 days of nothing but problems with my phone I went to the TMobile store. The sales rep tried to download my data so it could be saved and they could try a master reset. The phone would not work properly for him to download my data and he put me on the phone with Customer Service. He also got on the phone and told them he thought the phone should be a warranty exchange based on what he was experiencing with they phone. They told me I needed to be on the phone with Tech support and would have to do a master reset regardless of the lost data.

I did a master reset and lost EVERYTHING on my phone. They said if I have anymore problems to call back but they would not replace my phone. When I told the sales rep he was appalled and told me to call back and talk to a supervisor. I explained I had spoken to several supervisors but no one would give me 1) Customer Service or 2)another phone comparable to what I have. I also told him I wanted to be compensated for my times that I was UNABLE to use the phone even though I pay for the services. He stated he was very sorry but he did not have the authority to help me. I have been a tmobile customer since 2004 and have never had any problems until now.

In the last year, I have had four different phones and it happens on all. Customer service is useless. When people leave a message, another person's voice mail comes in. I live in Chicago City and I heard these stories all the time from T-Mobile.

When paying online via checking account, the routing number was incorrect and missing a leading zero. I have always paid this way manually every month because I do not do automated payment anywhere. The transaction failed because I noticed a week later that my checking account had not been debited. I contacted T-Mobile and paid with a credit card.

I am pretty confident that I did not make an error. Now they are charging me a $20 transaction failure fee.

When our contract was up, we called to cancel service and they told my wife the whole problem was with the phones. They convinced her that the new phones had better signal reception and new sim cards would fix the problem. They talked her into doing a new contract so she could get the phones free. They seemed fine for a couple of weeks and only dropped one call. As time went on, they got much worse. We have spent another year on-hold and talking to tech support with no result.

Out of frustration and the need to have a working phone, we switched companies. Now, they are billing us $734.08 for a final bill, $469.03 of which is early termination fees and taxes on these fees. I called them to explain my position and get the fees dropped, just to be told that their policy was not to drop the fees. We got three years of service fees with many important calls missed and frustration of walking around to find a signal to call someone back when dropped. Since this bill arrived two weeks ago, my wife has been suffering from a migraine that her doctor said is from stress. I attribute the migraine to this as we have no other stress in our lives. She is going in for an EKG and has had two visits with the doctor over this migraine.

The insult to someone's intelligence that Tmobile increasingly displays and apparently encourages is ridiculous. My phone is under warranty and Tmobile wants me to pay for shipping/processing every time it breaks down. How does that make sense? Tmobile offers no other way for their customers to return a malfunctioning phone that they distributed. Then I explained to Alicia that I was not in any way mad at her, but I guess she didn't hear that part and started cutting me off in the middle of my sentences. I asked for her supervisor because she was testy and in order for me not give her a tongue-lashing, it was best to escalate to someone who has the training to deal with unsatisfied customers. Sue advises me her supervisor wasn't in her office and would have her call me back. I asked for her supervisor's name and she tells me her supervisor will be out until next week, but she will have Lisa call me. We will see if Lisa can handle this simple task.

I'm starting to wonder if Tmobile hires and trains people in 1 day. I have never ever been one to write a corporate office as much as I have to with Tmobile. I have a life and it doesn't consist of calling and writing Tmobile monthly. In the last letter, I advised Tmobile that I would leave them. Well, you can guarantee that I am looking for a company to suit my needs and appreciates my business. I will be Facebook-ing, tweeting, and blogging about the lousy service Tmobile provides. It would be in good regard that you pull these phone calls to ensure that I am not over reacting to the things I have explained to you. Your customer service has declined severely. It's sad to say by this month and the next time, I will be with another company and if I have to. I will just go with Metro PCS because I don't mind paying for quality and that seems to be something Tmobile doesn't value. 8 years and this is what comes down to.

She next suggested that I go into a retail location to place the order. I repeatedly asked her if I would receive the same offer that she had extended to me. She assured me that I would. When I went in the store, I was informed that I would have to change my plan as well as pay a deposit. I called back several times and talked to several different reps. Each rep told me that the first rep that I spoke with wrote something different in the notes than what she told me. I have asked several times to have the call played back to see what the rep promised me. T-Mobile has refused to play the call back. I can only conclude that it is common practice to have their reps promise, the customer one thing while documenting another.

They did not require her to give forth any type of documentation proving what she had told them. After finding out about this, I, in turn, called T-Mobile immediately and requested to speak with a supervisor regarding this incident, only to be given a run-around that ended with me sitting on-hold for approximately 22 minutes and 37 seconds.

Before I was hung-up on, I called them back right away to be put through the same thing. And after being told that I would be able to speak with a supervisor, then one was not available and that I would have to again be placed on-hold, in which I refused to do due to the previous call. Not even 5 minutes after that, I then asked if one could call me back when available. I was then told, yes.

So I waited until the following afternoon, only to be lied to once again. I then called T-Mobile, only to be led to believe that I was at fault, for there was lack of not having my privacy violated; but that it was all somehow my fault and none of their own. Since this incident, my trust in a person's right to privacy have been diminished to a great extent. Please help me show a major corporation that their customers are in fact not only valued but that it's all the little people who make them the giants that they are and restore my faith in my right to feel safe from someone repeating this great injustice for which I have experienced.

So I called back around Jan. or Feb. to see if I was doing something wrong. Another male representative stated that it should be on the phones which I told him it wasn't. So he told me to go online and to see if it would come up. With my two kids standing there, we could not get it to come up. He told me to continue to work with it because it should come up. This was a problem because it didn't allow my kids to change their Myfaves. So in May, I received a $500 bill. I called T-Mobile and spoke with a supervisor which told me that if I needed to change the Myfave my kids should've either used their old phones or went online. I told her, we no longer owned the old phones and we did an upgrade on the phones not a downgrade, so this was a sorry excuse to solve the problem. She said we could've went online and I explained to her that that did not work with their phones because it wasn't Myfave capable which was misleading because this was the main reason I purchased the phones.

She stated that since I could change my Myfave on my phone, I could've let them change them on mine. I told her that was the wrong answer for that problem. I was not going to take my SIM card out of my phone risking losing my calls and messages, so both of them could put their SIM cards in mine just to change their Myfave. I told her an upgrade suppose to be an upgrade not a downgrade and that was a big inconvenience to all 3 of us. She said she was sorry but the charges would stand as is and that there was a $400 bill coming the next month. Let me repeat this once again, I have been with them for 7-8 years and the last 4 years, my bill hadn't went over $160 because of the Myfave plan. I would not jeopardize this for an upgrade. We have always bought our phones from either Craigslist or someone was selling them and this was the worst mistake I could've ever made to buy directly from the company.

The charges are still changed to me because they refuse to take them off. This will most likely be a problem in the future but once again I will not pay for a lie they told.

They charged us $9.99 for each; sad thing is we have never used any of those and they refuse to remove the charges. I have been a loyal customer to them for a long time, and recently every time I go to their shop, I notice they forget to do something to our phones or seem to mess up our bills. I have had enough of their horrible service and would like something done. If I pay almost $200 a month for service, I expect to have decent service.

Due to this mistake, it has cost me a lot of frustration and stress. It is hard enough paying our regular bill every month, let alone a huge bill like we got. We live pay check to pay check, and due to this ridiculous bill I will not be able to take our dog to the vet till next month. This bill affects everyone in our home. If we would have used these programs I would not be upset, but we don’t even have a clue what any of them are. So this is very upsetting.

On Monday, June 20th, the $12,529 was processed by my bank sending my account into a negative and resulting in five overdraft fees. I called and spoke to at least seven different people at T-Mobile bank and explained what happened. Initially, I was told there was nothing they could do for 1-3 business days, then I was told the representative I spoke to on Friday told me to contact my bank because it was nothing they could do (which was not true and they can prove it by listening to the recording but they absolutely refuse to). Then I was told my bank should reverse the fee out as an authorized payment and treat it as a fraudulent payment, therefore, resulting in no overdraft fees.

I have spoken to the highest level of T-Mobile management and they absolutely refuse to acknowledge their error or do anything about it. Instead, they have been very rude and have assured me they will not cover any of my overdraft fees.

Two days later, I called to see about transferring the web service from my line to my son's line. I was informed that the price would increase, as my line was 'grandfathered' in; and so even though it was the same account, they were not able to allow the same service to a different line on my account. Today, when the phones were to arrive, I called to have the web services transferred to the lines I needed them on, for the new phones and I was informed that those services would have to be on the lines for which the new phones were ordered which were lines that were not going to be using the services. So, I then told them that I would cancel my daughter's line and transfer her number to the one upgraded, as she would like to keep the number she has had since we started with T-Mobile over 5 years ago.

The representative stated that I had agreed to a 2-year lock in period on all 5 of my lines by a rebate of the amount of less than one month's service and so I wouldn't be able to switch the phones and services as needed but offered to add web services to my daughter's existing line. This means that 4 out of 5 of my lines would all have web service, with only 2 using the service, as well as the cost adding a minimum of an additional $15 per line because only old phones support the $10 a month web. And for the $15, you only have 2 MB of usage; and if you went over, there were steep charges so I would need to monitor her usage or pay the price.

I ended up telling her I wanted to cancel everything and I would send back the phones, in which again, I was informed that until they receive the phones, I was still under contract and billings remain in place. I will be rejecting the delivery today when they arrive at my home and will be cancelling all my lines as soon as the contracts are up by the end of this year. Be careful, as they are sneaking in the 2-year contract by giving you a reduction in your bill by $5 a month, or as a rebate when there is a cost associated with a new phone. I believe this is to bring as many T-Mobile customers over to AT&T when they sell-out in December.

Although to a company, a teen's feelings don't mean much, my daughter is hurt by not being able to have the phone T-Mobile representatives had promised. I will be living hell because of all of this as she desired that phone. It really sucks when you've been a customer as long as I have and get treated like I have. I will be moving to Verizon where they will make sure there is customer service and take care of their customers.

I called T-Mobile regarding a recurrence of a previous issue on my 5th replacement of the 3G Slide. The problem was dust under the glass of the phone. During this call, I told customer care that after so many issues with this make/model and resulting in several replacements, I lost hope for the 3G Slide and wanted to change models. I was given the option of either receiving the same make/model phone or the Motorola Cliq 2. I told the customer care rep my dissatisfaction with the "3G Slide" model due to the previous issues that I've had with the model and told him that I found the Cliq 2 to be a downgrade from my current phone with the following reasons: The Cliq 2 lacks features, which I frequently use, which had been the deciding factor in choosing the myTouch series phones in the first place. Specifically, the "Genius" button along with the voice command features and functions. Lack of physical track pad navigation which I use on a daily basis when editing text entry or to assist me in selecting specific areas on the screen. Cole Brodman, CEO of T-Mobile, made a "No phones left behind" pledge promising that the myTouch series phones would receive software updates to keep them from becoming outdated so quickly vs unreliable availability of software updates for Motorola Cliq series phones.

Mr. ** refused to transfer me to a supervisor nor did he do anything to resolve the issue other than repeat the original options given to me. I asked Mr. ** if he could replace my phone with the myTouch 4G which currently is the next phone in the T-Mobile myTouch series, which has all the features of my current phone, but he refused. He refused to cancel my contract as well. I am left with a phone that has dust collecting under the glass while I continue to pay my monthly bill.

How can you charge for a service that was never ordered much less used? He did agree that the total usage for the one year, including the free month, was under 1 meg! This is the same as stealing. I paid T-Mobile $130 for a service never ordered and never used. They told me that it had been taken care of every time I called and still waiting for that to happen. I'm stuck in a contract and he said I will be charged cancelation fees to drop their service before contact is up in April 2012. Avoid this company at all costs.

I entered into this agreement and intended on canceling at the end of the 4th month. I did not make payments for a couple of months because I misplaced my bill and they suspended the service. I then made payment that was half of what I owed with the intention of paying the remaining balance in a couple of weeks and end the service that I had not used since I initiated the $5 plan several months ago. I did not care that they had suspended the account because I was not using the cell phone and didn't plan on it. When the payment posted they reconnected the account without contacting me at all and charged a $20 fee for the 2 lines totaling $40.

T-Mobile is and has been aware that I was intending on canceling this line for several months and I feel that I was offered this $5 service in hopes that I would begin using the service or use more than the allotted 20 minutes and incur further charges. This is a bait and switch business tactic, and I feel that I have been taken advantage of. I dispute the necessity of the two $20 charges on an account that was obviously not being used. At this point, I owe around $96, half of which is the reconnect fee that ends up totaling 4 months worth of service on this $5 per month plan. I spoke to several people trying to get this resolved so I could cancel my account and pay my bill. I plan on forwarding this to the Better Business Bureau and several online forums as well as speaking to 2 family members that are currently with T-Mobile. I am a sales person and speak to several customers every day and I will let them know how I feel about this situation as well.

On April 29, I phoned T-Mobile to port my number to AT&T and not even then did customer service have the courtesy to inform me of the fee. The $50 fee for leaving April 29 and not May 3, has now turned into $75.

T-Mobile! You're soon to be bought out and no wonder why! Your customer service is deceitful ,sneaky and cheats the public by omitting information intentionally! AT&T will not only have your buildings but your customers too. Sadly, however, AT&T will have to train your customer service personnel, if they are worthy!

We got the Android My Touch 3G phones because we were told that we would have better reception and less dropped calls. That did not happen. In fact, the phones had poor reception and more dropped calls especially after an upgrade to their system in the winter of 2010. In fact, our phones went dead and all information was lost. We visited the store frequently to get these issues resolved but to no avail. Nothing changed.

Time and time again we were told to reboot and master reboot the phone, which did not fix anything. Then they would tell us that a technician would call us in two days and it never happened. We would either call or go back to the store. In March our contract was up because as per the plan we had a 1-year renewal and we were able to upgrade our phones. When we visited the store the associate told us that nothing new in phones that he would recommend to keep for 2 years is out yet and that if we waited, the newer phones would be released. We had a discussion that the phones were still not working and they would have a technician call. Again we waited two days.

When they did finally call they said that they felt that the problem was the phones and not the software (both phones) and that we could purchase new phones because now the insurance was up on the phones. When I called customer service I was told that they would give us a discount on the phone purchase and a $10.00 good will credit for our inconvenience. Since we had a one-year contract, we decided that the company was not worth staying with because of the poor service, both phone and customer.

They continued to charge us for a monthly fee and even added a charge to my children's phones for internet service for $30.00 each phone which they said was a free trial. My children never used the free trial nor were ever on the internet. Now I received a bill for early termination fee when I terminated May 5, 2011 and my contract was in March 16, 2010. When I called customer service they told me that all new activations are a 2-year contract and that my contract would not expire until March 16, 2012. I was not a new activation.

With all this poor service and lack of customer service to fix the problems of the two My Touch phones and the offering of a good will credit for the inconvenience, I should not be forced to pay anything extra to this company and I feel that this is harassment to send an early termination fee bill. The consequences would be a financial hardship to pay extra for an issue that I did not cause. Also, the stress of dealing with rude and unhelpful customer service representatives caused headache after headache. We tried to work with this company but to be promised more, get less, and pay more is ridiculous and basically stealing from the public.

Since then to date June 5, 2011, I had to repeatedly call T-Mobile customer service at least 4 times and spoke with at least 4 other representatives, with each phone successive phone call yielding longer and longer waiting times to reach a representative. I finally spoke with a supervisor. After explaining this to the supervisor, and viewing my account, there was an agreement of the current overcharges, which now is billed at .13 per minute when my plan rate states .10 per minute. The supervisor only reread the notes and stated that he would place a requesting work order to resolve this matter and could not guarantee any resolution. This is false advertisement. The time I have spent on the phone have been easily over 3 hours with each phone call averaging 30 minutes per call in my attempts to battle this form of consumer fraud. Also, I have lost my confidence in this company as their business practices in resolving billing errors are ineffective and dubious at best.

In an attempt to improve coverage, I purchased (at my own cost- $179) a ZBoost signal repeater. But the repeater was not able to improve coverage in any way. I called T-Mobile again to complain and was told I would not be released from my contract despite the fact that the company has failed to provide adequate service. I was told that in order to complain about this and to formally request a waiver, I would have to write a letter to the Customer Relations Dept. (why they don't have a phone number for this department given that they are a phone company is beyond me).

As instructed, I wrote to T-Mobile and provided them with details of my interactions with the customer service telephone reps. and of my purchase of signal booster. I received a letter back indicating that the fees would not be waived. Since then, I have filed complaints with both the FCC and the MA Atty General's Office. Today, T-Mobile still shows my area as receiving excellent coverage on their coverage map. This is not the case as I could not use my phone in my home or in my neighborhood in general due to a lack of adequate coverage.

Ive had another internet service for 2 months now and it works perfectly so I know it wasnt my computer.

They still charge me for services that I don't use like the internet. I don't even know how to use the internet and other charges that I don't even understand. I told them that I wanted the $50.00 plan and they always over charge me. This month, my bill can reach up to $569.56 from last month's $236.36. The previous bill is $136

It is stressing me out and I have high blood pressure and literally. Every time I get my bill and talk to a representative, my blood pressure goes high and every month I would worry about how I am going to pay my bill.

Finally, when I spoke to a technician again they gave me 2 options. First, to return the phone and get another T-Mobile wing or second, get the latest phone that succeeded the T-Mobile Wing which was the T-Mobile Touch Pro 2. The Touch Pro 2 didn't sound bad, but I was comfortable with the Wing. After a few days past the same problem occurs and then decides to get the Touch Pro 2. The problem with the Touch Pro 2 is that it came with a contract which I didn't want at that time due to stability of my finances. I spoke with the technician and told them I wanted the phone, but not the contract. They then propose to buy the phone full out, which at that time was over $500.

I decline to pay it full, but still wanted the phone, because the fault with the previous phone was not my own but the manufacturer. The technician then patch me to a supervisor and the supervisor then said that they will send me the phone and I will have to pay a portion of the phone, because it was a popular phone at that time. I agreed to it, as long as I was not tied to a contract. About 1year and 6 months later I decide to leave T-Mobile and go to AT&T.

I called T-Mobile to pay off my full balance and let them know I will be terminating my service with them. They ask the reason and then allowed me to pay my full balance. Then after transferring my phone number to AT&T I was also speaking to a T-Mobile tech and the process went smooth. A few weeks ago, I received a bill from T-Mobile and I decided to call them about this bill. They then stated the bill was because I breach my 2 year contract with them. They claim that this agreement of a 2year contract was made via the automated machine and I gave my consent to this.

I told them I had no knowledge and even asked for them to play back that recording. They refuse to let me hear it and said they would call me back after someone one their end listens to it. They never call me back. Today, I receive a final notice to pay or be sent to collection.

I was not aware of all this charges and never received a bill for anything until collections contacted me. I refused to pay because I even went personally to the T-Mobile kiosk. I'm expecting you to guide me through this process please!

I was never informed that they had modified my contract to expire two years with that transaction that did not count with my authorization. Effective April 13th, I switched to a new company for they offered me a better rate, and since I am going through rough economic time, I decided to change my plan to that company.

The next thing I learned is that they were charging me early termination fee as well. I called them to asked for an explanation of the charges, they responded to me that when the phones were purchased and the internet was integrated to my daughter's phone, they made a new contract that they never disclosed to me. More over, I understand that they know that they did not contract with me, the owner of the account and the only with the right to request for any change. I also understand that they heard from my disagreement with the transaction, to the point that I got her out of my account even paying penalty, not to mention that they did not even mention me about the renewal of the contract to me, the owner. Please help me.

The only reason for which I changed is because the company I transferred to have given me a very low rate. This would help me because I am going through a rough economic hardship.

T-Mobile lied to me. They stated that they took care of the debt when it was assigned to me—for two whole years! It's amazing that a prestigious company such as T-Mobile isn't the least compassionate about the victims of identity theft. I sent my police reports and other evidence once again about a month ago and they still haven't gotten back to me. I spoke with someone over the phone and they told me that they are still investigating the matter, after two years. I demanded to close my account because I felt my information was unsafe with T-Mobile, as they couldn't even give me a valid explanation of how on earth this could have occurred. The customer service team hung up on me. The $912.36 is on my credit report, which is immoral, unjust, and despicable because I believe every other company would refund a customer, if an account was opened due to fraud.

I cannot understand why T-Mobile won't relieve me from someone else's debt. I am positive that if they investigated the matter, they would know that I had no knowledge of this account being opened, as I didn't receive a single bill. On the website, it stated only one line was open, which is my current one. T-Mobile misled me into thinking that everything was fixed, but in reality it was not. This is probably part of the reason why my recovery from identity theft is taking longer than expected. I feel they should be more compassionate for those who are victims of identity theft, as it isn't their fault that these thieves are utilizing their information for their own benefit without their consent or knowledge. Please, help me. I feel if T-Mobile will investigate the matter, I am 100 percent sure that they know the account was opened fraudulently. I have never lived in Los Angeles whatsoever. Thank you.

I asked about my balance, and the salesman said it said $350 plus. I asked why. He said that the $100 was for early cancellation fee, and both accounts were under a recent contract. He advised me to contact customer service. I paid $200 towards the bill and called customer service. The rep told me I was charged in error, and he would credit the account for $100.

I finally opened my bill dates 4/2/11-5/2/11, and I called, disputing some charges and inquired about the waiving of $200 cancellation fees. The rep hung up in my face after 35 minutes of questions and disputes. I called back and spoke with another rep who informed me that there is no such policy to waive early cancellation fees.

Therefore, he transferred me to Cancellation Department Rep Shauntae. She told me that the account was noted that I was aware of the one-month free in return to renew both existing account, because I called in to cancel 2 lines because of inability to pay. I told the rep that I wanted to reduce my bill, and my son had a phone his dad purchased; therefore, I no longer needed 4 phones. She said I should not lose my number (which was out of contract for months) to avoid $200 early cancellation fees. She also stated the fees could be waived, if I elect to renew a 2-year contract on the remaining lines, if I was certain I would keep them. Therefore, I agreed.

I have been a loyal customer for 8 years. My service has never been disconnected for non-payment. My complaint is T-Mobile is misleading consumers to lock them in a new contract and notating the accounts differently from what has been explained which is fraud. We, as customers, only have access to information/offers verbally explained by customer service but have no knowledge of what the reps notes on the account. They are lying to consumers, and that is not acceptable.

I was also told by Rep Shauntae that they no longer waive early termination fees as of the day I agreed to a waiver. Very ironic. If my early termination fees were $100, then why am I receiving irreversible credit totaling approximately $210? I was willing to pay back the credits to unlock the misleading agreement to renew them in exchange for the cancellation. No ending compromise; just me being locked in a contract until 2013 for my two existing lines. I am very upset that they would do this to any customer, let alone a loyal customer of 8 years.

This is when we found out that the line was early terminated in January and that my account was charged a $200 early termination fee. I told the customer care that we did not terminate the line and that it was a mistake. They transferred me to an activation specialist and said that my son wouldn't be able to have the same number but they would give him a new number and reverse the early termination charge. The specialist reviewed the account and stated that they would not reverse the charge because the line was terminated over 90 days prior. I expressed my deep frustration about not knowing the line was terminated and stated that I did not terminate it. I told the representative that I would be closing my account since my line contracts are expired and that it was sad that they were willing to lose a long time customer over something so small. I then filed a complaint with the New Mexico Attorney General.

The executive customer care department called me days later to discuss and supposedly resolve the complaint. This was Jason who called. I called him back this morning and he proceeded to argue with me and told me what I did and didn't do. I told him that I was not interested in continuing a debate with his company. I have 1 account that I am in charge of and I know what I did and didn't do. They have millions of accounts to deal with and there are mistakes and glitches in the systems so he must not tell me that it's not possible. He let me know that they would not be reversing the charge and I told him the same thing what I told the 1st representative, that I will be canceling my account as the contracts expire. All I wanted was for the charge to be reversed and a new number for my son. I don't think that was unreasonable or above and beyond possible. Like I said, I am a 10 year customer with a total of 5 lines so they must show me some appreciation.

However, when contacting their porting department, I was informed that T-Mobile needed me to make an additional payment of approximately $20, as T-Mobile had not received my payment in full for my monthly service fee. I was then told to contact T-Mobile's flex payment department, which I did. I placed two phone calls--the first of which was conveniently interrupted/disconnected prior to my reaching a resolution to my payment dilemma. The next customer service representative informed me that he would need to file a "missing payment" to locate the missing partial payment but could not do so that day due to my account being not completely active and advised me to call back the following day to have a representative initiate a missing payment search.

The following day, I went to use my phone and discovered that my phone service was disconnected after having paid $93.05 up front for phone service. Needless to say, I was livid and called T-Mobile's phone service on my lunch break. Apparently, no notes were left in my account from the previous night's conversation, because I had to explain my dilemma numerous times to no avail. Communication was very difficult due to the heavy accents and poor connection. Finally, I requested to speak with a supervisor, who assured me that she would resolve the issue by processing a missing payment and restoring my phone service. However, once again, just prior to receiving any sort of confirmation in this regard, I was disconnected.

After work, I went into a physical T-Mobile store and was informed that the flex pay account, which I was placed on was not even an option that they were allowed to utilize in the Chicagoland branches. After being in the store for well over an hour with still no resolution or option other than to pay an additional $20 to have my phone service restored, I opted to port my telephone number back out to my previous cell phone company on Thursday, April 28th 2011.

That Friday evening, April 29th 2011, I called to cancel my service with T-Mobile, once my service was restored through my previous phone company, and requested instructions for sending back the T-Mobile phone I'd received and for cancelling service. I was told that as soon as I had returned the phone, my cash deposit would be restored. To date, I have not received my deposit of $93.05 and have spent the better portion of over two weeks contacting T-Mobile representatives repeating the same details. The problem was, according to T-Mobile, that they only had record of my making a payment of $73 and change. Upon first hearing this detail, I informed the T-Mobile representatives that I had proof of T-Mobile deducting $93.05 from my account and could submit my bank statement as proof.

I asked on April 29th to simply have a fax number to T-Mobile's customer care center so that I could submit proof of the monies that I paid and was told by the customer care representative that she didn't have an access to the company's fax number. However, ironically on Thursday, May 12th, after speaking with several supervisors and even having one verify with my bank's customer service team the amount of the funds paid, I was able to receive the fax number to fax in my proof of monies paid.

The last straw was that I received a fraudulent letter in the mail on May 14th stating essentially that T-Mobile could not extend service to me based on my credit rating, which is completely false. They did in fact extend me an offer for service and in fact sent me out an android cell phone allegedly free of charge. Therefore, for T-Mobile to issue me a letter stating that they could not offer me service due to my credit rating was an outright lie and slanderous. I checked my credit rating--as I do consistently, and based on all three major credit reporting agencies, my credit is in excellent standing, which I can submit proof of.

I would like T-Mobile to be held accountable for their poor customer service, fraudulent activity (conveniently loosing payments) and slander! The consequences simply include being without any phone service for a period of over 24 hours, having to pay additional proration costs to switch back over to my previous company after my service with T-Mobile was disconnected, a drop in my credit rating due to having both cell phone companies do credit inquiries as to my credit, and pure aggravation and stress associated with dealing with the entire ordeal.

There was none other than the Mac based messages. The rep said she'd call back in 2 hours to check on them; she never did. Now it's repeated dropped sessions. It’s funny how the sessions didn't drop when I was still in a period when I could have cancelled the service without penalty. My guess is that the network is overloaded (deliberately, for their economic benefit) and the sessions are handled in a LIFO stack. I just don't have a sufficient priority to get off the bottom of the stack. I'd like to see a situation in all those complaining file complaints with the FCC and then stop paying. See what they do then.

I am not satisfied with T-Mobile broadband but I am stuck with a two-year contract. It will cost me $200 to break the contract on account of T-Mobile's breach of contract. I cannot afford to pay the $200 and I must have better internet access for school. I am trapped by T-Mobile's deception and I am not a happy camper. How can they say that I have unlimited use and then effectively stifle my internet access to a mere crawl?

I was deceived about the plan and I want out of the contract without the penalty. There is no reason why I should have to pay T-Mobile $200 to break a contract that they breached, by not giving me proper access to the internet and interfering with my research.

However, the phone service was turned off within hours of having received it. I called T-Mobile and was promptly transferred to India, which was a very unpleasant surprise. I tried to explain that I just got my phone and it was turned off within hours, but communication was rather difficult. Even when they could understand what I was saying, they had no idea what to do. They kept telling me that I haven't paid my bill and my phone was shut off for this reason. I explained to them I just received the phone that day. How could it possibly be turned off for a late payment when I've never had a bill yet? To most people, this is pretty self-explanatory. To make a long story short, somehow T-Mobile lost my original credit card payment that was used when I ordered the phone and service on March 24, 2011. I received a confirmation number for that original payment and received the phone. When I checked my credit card statement, it shows the payment has been paid. It obviously was paid.

But trying to explain such a simple thing has been much harder than I anticipated not only due the complete lack of communication with the customer support in India, but also because of the complete incompetence of the department. It appears that no one knew how to deal with resolving this issue. I was put on hold numerous times and even hung up on. I actually haven't written down all the many times they have shut it off after I thought we resolved the problem because I kept thinking that they are sure to be able to resolve the problem! I called support and have to explain the same thing completely again over and over, day after day. I have been told numerous times that I have to send a copy of the credit card statement to them, which I have. In fact, I have sent it four times now. The third time I faxed it. I even called right back and asked them to go over to the fax machine and confirm they received the fax from me. They said they had received it and they would contact me in three to four business days.

Well, I never heard anything back from them. So I called back again and I got the same story: they never received the statement, please fax it to them and they will get back to me in three to four days. Now, my phone's been off since April 26. I've called and called numerous times with the same results every time. How is it my fault if your company lost my original payment? I made it. You received it, sent me a confirmation, sent me the phone and somehow lost the paperwork showing it was paid.

Now, I'm not the type of person to complain, but in this case the lack of communication is just unbelievable. This has been going on since March 30th, the day I received my phone. And it’s still has not been resolved!

As of the date of this posting, nothing has been done yet and the phone is still off. This is the only phone I have, so I can't call anyone or receive calls. I've been looking for a new job and have been posting resumes all over. However, no one can contact me now. So if they call, they get a disconnected number, which doesn't look too good when you’re trying to find work.

Not once have I signed up with T-Mobile. Now, I called on three separate occasions and requested my card be removed from their automatic payment system. I informed them that it is illegally being charged for my ex-boyfriend and his family's account. They refused to remove my card from auto-payment. This is illegal. If I inform a company that my bank card has been charged thousands of dollars for an account that is not mine, how can they tell me to go online and remove it? If I don't have an account with T-Mobile, how can I possibly go online to log in to an account that is not mine and remove my card? I informed them that this is theft and that my next action is to inform my bank of this refusal and fraudulent charging despite my repeated attempts of requesting them to fix the situation.

The only reason why I have not reported the fraud is that my ex-boyfriend would be held responsible, although he may deserve that. I truly have no respect for a company that refuses to acknowledge the fact they are charging my bank card for an account that is not mine despite my requests and information that I am not authorizing these monthly charges. I know my bank can handle this. However what kind of business is that? I am positive that if someone was charging them monthly to pay another company’s bills, they would have a problem.

I experienced stress, theft, and frustration. I lost thousands of dollars in over draft fees after an unauthorized payment constantly going through without my knowledge to move money into my checking account. The end result is a $35.00 charge from my bank on every single transaction posted to my account after an illegal and unknown charge from T-Mobile.

On with the story--once I received the phone, I had network error on top of network error constantly, failed text messages, and I have been paying for a data plan that once I leave Houston, does not work. Period. (30 miles away, I get nothing). Called Tmobil several times within the 20 day buyer's remorse period, was told 'we'll call you back in 72 hours' and never heard a word. I'm on borrowed time, 20 days, and I called them three times within the 20 day period. The last service rep told me I would have to 'guess' when the problem might be fixed!

I thought that was the last straw, so I called AT&T and got signed up with them, and am still within my 20 day buyers remorse period with Tmobile, which negates the current Tmobil contract. However---my 'non' contract is in effect until August. I argued that I could not get service when I desperately needed, paid for tethering that did not work, and couldn't access maps/market/email for five days since I was not in Houston. Customer service told me (after call number five) that I had not given them 'adequate time to address the problem'. Did I mention that one more day would have put me out of the 20 day buyers remorse period? She told me I would have to pay the $200 contract cancellation fee.

I then said I'm offended that you think I did not give your company sufficient time to address the issue, when clearly my call history, etc, shows just how much stinking time you guys had'. Then she called me a liar, said 'I had misunderstood', and she had said no such thing. At that point I hung up. I am glad to be rid of you, TMobil, you are abusive, dishonest, and unethical! It is shameful that you expect people to hold up their end of the contract when you cannot provide what you are contractually obligated to in the first place.

In 2008, I contacted T-Mobile and had the international plan added to my account. I was instructed that I could make calls to people that are connected to T-Mobile as if I was making calls to the states. I paid T-Mobile over $10,000 within a 6-month period because what I was told was incorrect. When I returned back to the states, I received three months worth of credit because you could not go back to the full six months. I was then told that as long as the person called into my cell phone, I would not be charged international calls. That turned out to be a lie also, so I paid T-Mobile another $7,000.00 in international calls.

I had another phone added to my account that was my niece's phone. She went to get the phone changed into her name and the manager of the store in Crosscreek Mall in Fayetteville, North Carolina blurted my Social Security Number to everyone in the mall and changed my plan several times without me knowing even though I had a security code on my account.

In 2009, I purchased my daughter a side kick and paid over $200.00 for this phone. Within a month, this phone went out. I am paying your warranty of $5.95 a month per phone--which I have two on my plan. My daughter has had over four phones with T-Mobile--each one has malfunctioned--and we have received refurbished replacements for them. This last phone has been replaced four times and still is not working. She is now back to using her Razor phone, which does not work half the time, and I am still paying for Internet and everything for her sidekick, until today, May 3, 2011.

When I spoke and talked to your customer service rep, who has been the nicest one so far, I changed my plan because I cannot afford to pay $300.00 a month for nothing. I, again, complained about the phones and what I am having to do. On the 28th of March 2011, I contacted your customer service to change plans and to talk about my daughter's phone again. I was told that I could not change it out because you no longer have her phone (which we have been told this before, but it was replaced again by a refurbished and cheaper model than what I paid for).

Today, May 3, 2011 at 7:58 pm, I was told that it is in my file: "Too many issues with mobile phones cannot help this customer, offered to upgrade and sign a new contract but she refused." I have explained to all your customer relations personnel that I will not sign a new contract and I will not pay for a new phone because everything I received from T-Mobile is bad. Every time I talk to a customer service rep, I am lied to. I am dealing with the aftermath of my Social Security Number being given out, and wanting to know when I will hear from someone about that issue--which I mailed to this same address when it happened.

The bottom line is that you have lied to me about my contracts which has cost me several thousands of dollars. I am paying $5.95 a month for a service that you are refusing to allow me to use. I purchase phones at full price and within a few months, they break and you send me someone else's problems. You are not an outstanding company and you have allowed this to continue for too long. I am respectfully requesting a copy of all my accounts to include every note, every bill, and every document you have that has my name attached to it.

You will be able to find my information under Barbara ** with a cell phone number of **. Please remember there are, at the very least, five accounts that I am requesting information on. You will be able to open this account to obtain my Social Security Number so you may find all the accounts. I do not want to give out my Social Security again since everyone in Fayetteville, NC already knows when your rep gave it out in the mall. Please send these documents as soon as possible. I have also included letters to the FCC, the Attorney General and Consumer Affairs.

On 2-09-2011, my claim number is **. As of today and 6 calls later, this issue still has not been resolved. I called T-Mobil today to inform them that the phone I have now is having the same problems like dropped calls, missed text messages, and the phone shuts off! I came to find out that they sent me a refurbished phone and that the phone requires a new updated sim card to cover the 4G network! If I would have known that it would take care of the problem with my new phone I purchased in the beginning, I wouldn't be going through all this stress and disappointments. I have been a loyal customer with T-Mobil since 2005 and they couldn't resolve this issue. That is why I'm turning to you! If you should have any questions, please feel free to contact me. Thank you.

I told them about receiving no reception in my apartment since November 2010 and I still was paying for service at about $70.00 a month for several months. I was told by t-mobile to go outside to make my calls. In April 2011, I asked them to disconnect my service and waive the disconnection fee but they declined. There are many other tenants in my building who have t-mobile and get no reception also. T-mobile made no effort to resolve my situation with their service. I am willing to pay for the service until April but not the fee. I feel they are a disreputable company and I want this resolved as soon as possible. I appreciate any help you can give me.

After spending countless minutes going around in circles with someone hardly understandable with ESL, he managed to find out that the charges were for international calls placed to the UK on an account we have for his 16-year old brother. To be precise, over a month of numerous phone calls to the UK in large time blocks straight. My husband went to his brother's school and apparently, his brother wasn't "aware" that it wasn't included in our calling plan.

I won't go into the sheer stupidity of that, but I do think that the public should know that whether they know it or not, they likely have an international calling plan on their account (I never knew nor ever signed up for international calling and I restricted his line not to be able to add any services, downloads, apps, ring tones, etc.) And if they have a foolish teenager on their account, restricting phone minutes, downloads and adult websites may not be the only thing they need to restrict unless they would like to receive a $7,334.75 phone bill and their service cut off.

After speaking with two different managers, T-Mobile refused to remove any charges and offered to "set up a payment plan" requiring an immediate $1,800 to reinstate our service. After I was done laughing, I informed this manager that they can either remove the charges and cancel that phone line and continue to receive my $190 every month or we will take our business elsewhere and they won't get anything from us. They refused. I started my service with Sprint today--and the 16-year old won't see a cell phone until he can pay for one himself. But I will say that T-Mobile lost a loyal customer and I have never been so disappointed in a company who texts me when I add a $1.99 caller tune to my account but won't advise me when a minor's restricted phone line incurs $7,334.75 in a month.

Cell phone companies need to be stopped from doing this to customers! They should be required to immediately notify us when there is a suspicious activity on the account and not a month after the fees are incurred. If we make a suspicious charge on our Visa at Best Buy, our credit card company may deny the charge until they speak with us if we don't regularly purchase a $4,000 TV. So why should cell phone companies not be required to prevent odd account activity to proceed for a month? Because they don't have to and since we're in contract, we're stuck with either letting our credit be affected with a huge collection or pay up the wazoo.

This massage plays repeatedly until I hang up. I have complained to T-Mobile about this before on a few occasions (about 6 months ago being the last time), but I continue to have the problem. The last time was today (4/25/11). So I called T-Mobile to complain and I spoke to at least 3 people total. The last person whose name was Lashawn, claimed to be a technical problem solving specialist. Turned out she was rude and condescending and not helpful at all. I just want this problem fixed asap and resume my service with T-Mobile if possible. Thank you for your help.

I have contacted them at least three times, and each time they say they filed report to locate the phone, and wait 3 more days. I have been waiting many more three days, and still don't get answer from T-mobile. I was also told that the refurbished phone wouldn't get extended warranty. I'm a prepaid phone costumer. The plan cost $100, only lasts one year. I'm losing both minutes and warranty. I feel that I was cheated on the phone (new phone becomes refurbished); warranty (1 yr becomes a few months) and purchased time on the phone (don't have the phone to use, but the minutes are getting expired).

Except, they wanted me to buy more expensive $300.00 phones with another plans. Its like they wouldn't even help me with my problem, but I was harassed to buying more phones and plans. During that first week of February, I made more calls to customer service. On the last call, she said there was nothing I could do, so I told her I'll no longer receive the unlimited web/data service and go back to my original basic plan I had before. There was nothing else told to me except the cancellation charge. I didn't cancel service, however I also made it clear that since I can't receive the web/data service, I'll no longer use it and I shouldn't be charged for it.

Seeing my latest bill service charges from 2/8/11-3/7/11, I've been charged for the unlimited web/data I have not been receiving or using. I gave clear notice and complaints on that first week of February that I didn't want to pay for service I was not receiving or using. Clearly, this is abusive and fraudulent behavior towards me!

On April 4,2011, I was even more abused & harassed to pay for this fraud! I spoke to a number of reps who said I'll need to continue paying for that undelivered web/data service and go buy another phone! They yelled over me on the phone and refused to listen. Again customer service was useless and abusive! There is nothing in any contract I already have that says I'll have such forced fraud, abuse, & harassment! When I initially received that android phone last year in 2010, I never received a any physical contract as I should have, just the phone.

Since I had enough abuse, I also decided to cancel service completely due to fraud and abuse! Since the fraud and abuse are on the part of T-Mobile, I expect to cancel with no penalty charges!

On April 19, I spoke with Cindy ** who refused to help. Again, I had the same forced fraud message on me to pay for undelivered web/data services and penalty charges due to T-Mobile's abuse on me. Also more harassment by Cindy that if I don't pay I'll be sent to collections. When I asked to speak to someone else, she refused saying no this is the highest you'll get.

The only reason I canceled my account was because of the abuse and fraud I endured! I shouldn't pay for the abuse! For the abuse I expect to cancel without and penalty charges! I also shouldn't pay for the fraud of charged for web/data service I never received.

I am filing a complaint against my cell phone provider, T-Mobile, because T-Mobile has wrongfully billed us of a one-time charge of $327.99 and is unwilling to waive the charge. My entire family and I have been customers of T-Mobile for many years.

On August 23, 2010, I renewed our two-year contract with T-Mobile and purchased a Samsung Vibrant at PhoneX, a T-Mobile retail store. However, the Samsung Vibrant started having trouble turning off and on. The phone was never dropped and always had a protective covering. On January 15, 2011, my husband and I brought the phone back to PhoneX. The employee at the store inspected both the outside and inside of the phone (took the phone apart) in front of us. He called T-Mobile and put in the exchange request for me. I asked him multiple times if this exchange is free and whether I would be charged for anything, and he said no since there was no physical damage and ensured us that the shipping fee was all we had to pay.

However, when we received our February statement, a whopping $327.99 was charged as a one-time fee. Below is the documentation of the phone exchanges that took place afterwards with T-Mobile consumer service. Please note that some names were not spelled out over the phone so I had to guess on the spelling.

3/4/11 evening: Angela says that the phone was charged because although no outside damage was found with the phone, there was an "inside damage." I say, of course, there was inside damage because it was a defective phone from the get-go! She was not able to provide any evidence of where exactly the phone was damaged. I tell her that since my T-Mobile store employees already checked the phone, that either the phone was damaged on the way to the return center or the examiner there purposely damaged it. She could not provide an answer and transferred me to her supervisor named Herbetta.

Herbetta says that there's no way that I would get a defective phone because all phones are checked when they leave the manufacturer. (Toyota probably said the same thing by the way). I ask her why T-Mobile even offer warranty if all phones are perfect. She offers to reduce my fee in half as part of "good will." I told her that is unacceptable and that I will not pay a penny. She then transfers me to her manager named Victor.

Victor (I.D.: **) tells me that my T-Mobile store was not really a T-Mobile store but a dealer. I tell him that since the store carries T-Mobile phones and sells your plans, how could the customer possibly distinguish which is a store that is completely T-Mobile and which one isn't? I explain to him that the store employees had verified the return process on the phone with someone else at T-Mobile. Victor also offers me a 50% reduction, which I do not accept. Victor tells me that he will look into the records of what exactly was wrong with the phone and pull up the phone conversation that took place with the PhoneX employee on the day the return request was made. He tells me that he will give me call back at 11:00 AM the next day. He never called.

3/30/11 evening: Pammy transferred me to her manager named Anaette. I told her that I want to speak to Victor and gave her the I.D. number. She told me that she doesn't know of a Victor and that the I.D. number doesn't exist. She denied that anyone at T-Mobile ever offered the 50% reduction. I asked her to provide evidence of where the phone was damaged or just return the phone to me so I can get a third party to look at it. She says that she can't do either and hangs up on me.

3/31/11 and 4/4/11: I go on the Web and I find the email and number for T-Mobile's Executive Customer Service team. I send an email on each day and receive no response. I also call the number provided for the Executive Customer Service team only to be sent directly to a voicemail box that says that it's currently full in messages.

4/5/11 afternoon: I find the number of Robert ** (T-Mobile CEO) on the Web and call the number. I learn from the operator that he's no longer with the company and she transfers me to someone else's voicemail so I can leave a message.

During this time, PhoneX has also called T-Mobile customer service numerous times to explain the situation on our behalf and told me that a T-Mobile customer service rep will call me to provide a resolution or evidence. I never received any calls. The PhoneX senior store manager is also willing to provide a statement if requested.

You're on hold for longer than an hour and then you get someone you can clearly understand. While waiting I have made groceries, picked my child up from school, drove 20 miles to and from, put groceries up and taken a bath, and all you can say is, “We apologize, we're trying to resolve this matter”. Yet, still it's not resolved. I have asked for the business address in which to forward a complaint because they don't have a specific site for customer complaints.

Today, April 14, 2011, they have come up with this site in which to forward a complaint, and they have there toll-free number that you have to call first, then from there and I have been on hold now 45 minutes, but where is that survey? I have been calling T-Mobile for the last few days, in reference to this Blackberry freezing up or what ever they call it. I have been unemployed for 7 months now and I have made sacrifices to keep up with the billing of high cost and overrated system they have at T-Mobile. When my phone shut down I had no idea of what happened until I tried to make a call and my cell said “call failed”. Once taking the darn battery out and placing it back, there were 5 voice mails backed up on my Blackberry and my call list or if you want to call it a call log showed no recent calls.

I lost a job because of this because I was too late in responding and had to emergency calls as well and T-mobile customer service refused to compensate me completely, they just offered me a few extra minutes that I refused, because I did not have a need for them. One supervisor actually hung up the phone because I told her I was recording the call. I am very upset about losing that job, seriously, and T-mobile is ripping people off. Their customer service is poor, very poor, and I mean all customer service done on the phone and online. Total waiting time is 1 hour and 25 minutes and it took them 20 minutes to find a physical address for me .

In my phone conversation with the representative, I explained that the store clerk saw the phone that it was in excellent condition. She told me to go back to the store and ask the store clerk to call them back to confirm my position. The store clerk called them and he confirmed that the phone was not damaged. They told us to wait 2 days to recheck the phone again and they were to call me back in 2 days but they didn't. They sent me my regular statement with a new billing charge of $264.74. I feel very frustrated because this is not fair at all. Also, I have an Insurance coverage on all phones but still they didn't listen.

I few months later, around February 2011, after we had gathered all the necessary documentation, we called T-mobile to receive the correct mailing address, but instead were told that their policy had since changed, and that we now were contractually bound regardless of circumstances. How can policy changes effect agreements that predate the changes?

If we enter a contract with T-Mobile under one set of rules, how can we be expected to finish this contract under a different set of rules. So the company has changed owners, but what gives the new owners the right to retroactively impose contractual changes to their customers? (We never received any information from T-mobile, describing any contractual changes).

We find this to be incorrect and unlawful.

My SSN was asked and disclosed, the agent with the approval for the credit accomplished a credit run, my driver's license was asked and provided, my credit card number was asked and charged for $695.46 for the transaction, and the contract for two years was agreed upon and was finalized over the phone. An order confirmation number was also provided. In addition, the same agent told me that I have 30 days to cancel and/or return the equipment at no charge for a full money refund.

On 3/26/11, I received an email by T-Mobile with a different rate plan, different from what I was offered, purchased and committed to. I was being overcharged $15 more for each additional line which it will add $45 more per month or $1,080 more per year. I called to question the difference in rate that was emailed to me. I spoke to the Web & Telesales Support Department who, in return, retrieved the recorded conversation that I had with the sales agent.

On 3/29/11, they determined that the sales agent did offer the additional lines at $10 per line for unlimited T&D and that the information sent by email was not the one that was agreed upon and that was offered at the time of the purchase. The supervisor of the department acknowledged that the sales agent made a mistake but that they will not honor the contract. They basically gave me the options of either cancelling the contract or that I pay the extra $45 per month if I want to keep the data on the three extra lines.

In order to resolve this matter, I believe that they should honor the contract that was made at the time of purchase just like I would have been held accountable if I terminated the contract before the two-year agreement was over.

I as a consumer, am holding up my end of the contract and he told me basically that they won't do anything to help. I felt bullied and discriminated against. They have no complaint department or resolution center, so they can do whatever they want do to you. It's funny, every black person I deal with at this company treats me poorly. Maybe that is just odd, but that is how it always works. I was transferred to the most uneducated ghetto person at the office.

Now though, when I have tried to call to tell T-mobile's customer service associates about this, they told me that it isn't ever possible and just argued with me even though I can walk them through it and asked for their supervisors and everything. They only became irate and never allowed me to talk or ask for anyone else. Then I ended up hanging up because I am not going to be talked to like this. I then, because of their treatment, have gone to the Better Business Bureau and FTC and filed complaints a couple of different times now. I then was contacted two times by a Octavio **, who called me while I was at work in the morning and while I was at work in the middle of the day.

I tried several times to return his calls only to get a voicemail and left voicemails. But I never received any callbacks or anything, only to have him tell the BBB that I was not reachable and that he couldn't do anything to resolve the said issue and didn't have to. But he wanted my complaint to be closed with the BBB even though he did nothing to help it in any manner. I then have called to talk to others about it and have a pending investigation going still with the BBB because he didn't care to talk to me or when he did his report, he even couldn't remember that I was a mister and not a miss which he kept confusingly referring to me in his notes to the BBB.

I have since then contacted T-mobile even to lessen my contract and try and use work discounts. They won't let me and keep trying to get me to extend my contract with them and upgrade my plan and spend more money, but never to help me with my service or my issues at hand when I call. They were never friendly or helpful and always cause me to have to get off the phone in a stressful rage due to the way they yell and say things to me. I just want to be let out of this contract that they have changed and stop getting treated so badly in the meantime.

The more serious matter that I need addressed is when I tried to renew my contract the second time. I was under a family plan, which was under my name and included 4 additional lines. I needed to cancel one of the lines because it was not being used and the contract wouldn't end until 2013. When I told this to the same sales representative, he told me that the only way to cancel this line was to start a new plan under my mother's name. Along with starting a new plan, he promised me $100 credit towards my account, and a new phone for me, free of any charges. He cancelled my other phones, free of charge. He showed me the documents in which everything was cancelled, resulting in no charges to me. Now that I have this new plan, T-Mobile calls me frequently informing me that I owe a balance of $408.26 for usage of lines that the sales rep had told and showed me he cancelled. He also informed me that they were fees from my last billing statement, which I shouldn't worry about because none of those lines were being used, and promised he would take care of it within the week. This was the week of December 17th, 2010. He also said that he would take care of another mail-in rebate for $100 with the new phone lines I got and that never got resolved either.

I was constantly called by T-Mobile claiming that I had a balance due, but the sales rep told me to ignore it because it was an automated phone service. The phone calls persisted, and eventually I got a letter in the mail from a collection agency. I showed this letter to him, he photocopied it, and he told me he would take care of it. A few weeks later, when I got a final notice from collections, he made another copy, and told me who would process it immediately. No action was ever taken as I am still receiving bills. For the past 2 months, every single day, I show up at this establishment to see if there has been any progress in this situation. His actual words verbatim, “if the collection agency continues to call, tell them you have no money, and they'll leave you alone”. I obviously know that this will harm my credit and is not accurate at all, so he promised that he would put credit towards my account for even more than I owed for all the trouble I went through.

I spoke to his manager, and he told me he processed the request and it would be completed in two days. Both the manager and the sales rep constantly told me to come back the next week, wasting my time and gas to hear them say that nothing has been done. They've given excuses such as we had a robbery, someone broke our window, etc, to try and avoid the issue. Then, the sales rep told me in person, that he spoke to a credit adjustment representative and that rep told him that she was sending a check in the mail to me for the credit and more for this time-wasting hassle.

I have yet to receive anything from day one in the mail, and as of today. The sales rep told me that the owner would be at the building at 7:45 pm and told me to meet him there and he would give me a check for $400 plus expenses for having to deal with all of this. I showed up tonight and the entire place was closed, locked, and lights were off. I had to rearrange events in my schedule to be there for him, and there was not a single person inside. The hours posted on the front of the door say Monday Friday: 10-8:30. (Today is Monday, March 28, 2011). I have a statement, signed and dated, including everything he promised me that I do not owe from this sales rep. What actions should I be taking? If there is any way you can help me with this, contact me at any time. My credit is suffering and I am owed a lot of money. **. Thank you.

I bought a new battery and tried everything they asked when I heard from them that I need to pay money for a phone that has a history to be defective and which will not power up and if it does, it shuts off and I can't make any call with the phone.

I cannot receive too many personal calls at work. I am the legal guardian for my aunt and uncle who are both in an Assisted Living Facility. The nurses and case manager cannot reach me now. Yesterday, my son had to visit them to make sure all is fine with them and let them know we do not have cell service. Also, my son has evening classes and the cell phone is necessary in case of an emergency. T-Mobile has disconnected all our services. We can still receive limited text messages, but cannot make outgoing calls or text. Please help us!

The rep added the service but did not go into the details as to what it covered. She didn't explain what it was and I assumed what the service provided. I received the first bill for $1500.00 and almost fell off my chair. I called T-Mobile, explained the entire situation and the rep told me the charges were for roaming. I assumed the roaming charges were for calls he made with his phone to other people that weren't on the T-Mobile network. Big mistake.

She continued to tell me the $19.99 service only covered email and text. I was still confused, told her I thought it cover phone calls. She proceeded to tell me T-Mobile does not provide a service for this country. I told her there was a misunderstanding with the $19.99 service and if I had known it didn't cover calls my husband would have purchased a "pay as you go" phone to make calls in that country and use his t-mobile phone to call his son and me.

At that point I told her to cancel the $19.99 service and she did. The rep should have reviewed my bill to explain that without this service text & emails between my husband, his son and me would be affected as well. She didn't, I assumed our calls, our texts were covered because we were all T-mobile customers.

I made a payment arrangements for the money owed. I called my husband on my T-mobile phone and told him he could not use his phone to call other people. He would have to buy another phone but he could continue to use his T-mobile phone to call us.

Next month I get my bill and it's now over $2,000.00. I almost had a heart attack. I call T-Mobile spoke to several people went from supervisor to manager to get it resolved. They finally told me T-mobile to T-mobile does not work when you are traveling outside the U.S. This was the first I was every told this. I also had a discounted international calling plan for $5.00 extra per month, well that's only to call landlines.I didn't know that either, was never told. They told me my services would be interrupted if I did not pay. I asked why would they allow me to continue to incur such huge charges if I am on a payment plan on my first bill. They said they cannot review all of the accounts. There are too many. I told them a courtesy email should be sent out to avoid this situation, just as they sent a courtesy email when you forget to pay a bill.

I obviously misunderstood the services provided and they did not clearly inform me of them. They are customer care specialists and should recap the service a consumer is inquiring about that's been added or deleted. They failed to do so. The consumer is at their mercy. They speak in their own language and assume the consumer understands. I was aggravated, called back several times to explain the situation to get someone to review my account.

I've been with T-mobile since 2005 and per the manager had a good billing record but there was nothing they could do for me. I again mentioned how they could allow a customer, who is on a payment plan for a prior bill to incur such charges. He told me they do have a process in place for domestic calls and would alert the consumer via text but did not have this service for international calls.

I was so upset. I was sick over the entire situation, over a misunderstanding on my part and poor customer service on theirs. I am now stuck with a bill exceeding $4,000.00. I canceled my service and had to go with Verizon because I could not be without a phone. I do not have a landline at home and I needed to be able to stay in touch with my son when I was at work and he came home from school. I tried numerous times to get this resolved because I had a 14 day window to return the Verizon phones and cancel the service if I could go back with T-Mobile.

At the end of it, speaking to at least 10 people at T-Mobile I just gave up. I told the last "manager" if nothing could get resolved at least bring this to upper management so they can review their procedures. He wouldn't admit fault, told me all services are explained in detail on their website and it is the consumers responsibility to review.

I was speechless, again. He told me they hate to lose such a good customer with such a good payment history. ** I did not want this to ruin my credit so I had to make payment arrangements with their collection agency or it would have been sent to an outside agency and it would affect my credit report.

I did not use the cellphone for phone calls - only to check email.

When I realized that my phone cost got higher during my travel, I called T-mobile a couple of months later and was informed that I could actually suspend my phone service, which I did immediately. I expected the next bill to be $10. A month later I checked my account just to see that I got billed for $400 Roaming. T-Mobile has suspended my account for not paying. I had not done anything different than before when I traveled but, nobody seems to know what's going on when I called T-Mobile.

Last week I was on the phone with different departments of T-Mobile and finally a manager for over an hour from Germany - there is no toll free number to call when one is traveling - and the manager told me that the international email feature got removed while I was traveling. As I hadn't authorized this - the manager told me she would double check that I hadn't authorize this and get back to me yesterday.

I just checked in with T-Mobile with chat just to be advised that I need to call to get help. The T-Mobile representative available via chat can not help and wasn't specific. I asked to find out what calls I supposedly made that would cost $400 but I didn't get an answer. I am upset that I will have to make another expensive phone call to America to settle this. This all is bad customer service.

I ordered 2 phones from Verizon and when received, activated them. A month later, I received a bill from T-Mobile with a $100.00 charge on one of the numbers that I was told was expired. I called customer services and was told that one of the numbers still had 3 months left on the contract. This is contrary to what I was told on 3 separate times. Customer service refused to do anything about this and claimed I had no proof that I was told about the two lines not under contract. $100.00 will not break the bank, but I feel that I was lied to, and as soon as the other contracts expire, I will switch them also. I will also warn anyone else about this practice.

At this time, my credit was better and I switched to a regular account and added a new line. A T-Mobile employee told me that they would switch my credit to my new phone bill for a regular account and cancel the old account. When I received my first bill with the new account, T-Mobile added three lines, not one, and charged me a bunch of connection fees. When they said that they would fix it and remove the extra phones, they did but still charged me for the fees of new lines and used my credits to pay for the those fees. After all of these problems, I received a phone bill with my old flex account saying I owed over $200 for a past bill on a Flex account that is a pay before to receive services that I did not have a contract with them.

Now, I have two bills with different account numbers for the same phone numbers and they want me to pay both saying it is my fault that the other account was not closed because I should have gotten on their computer and did it myself because they are incompetent to do their job and take responsibility for their actions. T-Mobile not only charged me for the same numbers twice and for a prepaid account, but sent me to a collection agency over a prepaid account. I took my bills to the T-Mobile store and they told me that it was a mistake and would fix the problem but the problem continued so I went back to the store and they said for me to call customer care. I called customer care and they kept switching me from representative to another and soon I had talked to over 70 representatives.

Customer care just switches you until you give up. Finally, a representative told me that I needed to talk with billing and switched me over. Billing gave me the same run around by telling me that it was out of their hand and I need to contact the credit agency that the bill was sent to because they no longer had the information. I told billing that if they did not have the bill, then how could I owe it. Billing continued to tell me it was not their problem and I should just pay it and drop it. Well, I won't drop it and will continue to fight because that is what they want and how they continue to get away with over charging people for their mistakes, not ours.

I was continuously billed for services I never received and waited patiently for reimbursment that never happened. I refused to pay my latest bills and I managed to change carriers on my family account and tried to switch carriers on my individual account but T-mobile blocked me from transferring my number. They then sent my accounts to collections.

The customer rep said they have a copy of every phone call I made to them and everything that was discussed, and that I never cancelled the data services, and my current phone call wouldn't cancel the services either. They will not refund the money charged, refuses to give free service for the services not used, and won't cancel the services now. They know I have cancelled this service. They said I made a call to them on September 21 and made no changes. We have been a customer since before this company was even T-Mobile. They are acting unethically and I hope illegally.

First we received two bills for $89 each which we clarified with them. We were told that they were waived and now (here we are in the middle of February) I'm getting bills for up to $285.00. When I called I was told that because *I* ported my # out in the 'middle of a cycle' that I was responsible for a bill cycle that I never even used (January-February) and for a termination fee for a contract I was told I did not have. They said that when I "upgraded' (yeah, sure a refurbished phone) that I signed a contract. I asked why I was not told this in October when my partner specifically asked whether or not either of us were under contract. Conveniently enough there are supposedly no notations on my account of either the October or January calls. When I requested a supervisor to pull up my partners account to see if it was on there, they told me that because I was not an 'authorized user' on the account that they couldn't. (Funny thing though because both prior calls my partner made without her being an authorized user and they accessed my account with no problem.) I quite simply told them that this is the deal and it was not up for negotiations, they were either going to waive the fees or they'd be hearing from the BBB. Guess which one they chose?

So I have now filed a complaint with the BBB, my local consumer affairs and the local attorney general’s office. The service and plans were terrible; I am much happier with my new provider and if they think they're going to pull this with me (hah) they got another thing coming. T-Mobile, I hope you're reading this, and for the rest of the general public I implore you, do not ever use them.

At the time of returning the box with the defective phone, I failed to obtain the info on the label they sent to me. And the customer service can't provide it to me at all now, so it is impossible for me to track such package. The investigation showed that no phone was received at their warehouse. So, they had to charge me with the non-returned phone fee. I called the insurance company and they wouldn't pay for such loss. That means I have to pay out of pocket for the full price of the lost phone and here is where I have a problem. They are charging me $100.00 (one hundred dollars) over the full price of a refurbished phone I got. Plus, I'm not getting a full phone but only a skeleton. So, how do they dare to over charge me with a hundred dollars for half a product? That is outrageous, abusive, and an illegal coercion.

ATT approached me through solicitation and confirmed that they could provide me service in my home and at work through my cell phones; all four.

Tonight, I called in my last payment for T-Mobile after changing providers and their customer support said that for the fact I did not call again to see if they could stop me from changing providers, I would be billed for a complete month as a penalty. Wishing not to argue with her, I paid my last balance by check and told her I was aware that she could only threaten me and had no authority to waive this threat of turning me over to collections. I ended my call after my payment.

Again, I have been a loyal customer and I am a business owner myself and to try to penalize a patron for finding a better service that will provide the service they are paying for is the most unprofessional way to treat a customer. At fifty years of age, I have never in my life been threatened as I was the night I called to make my final payment with their team of customer support in billing.

I am requesting for them to review my contract. It has ended for quite a while and I have been on a month to month service payment waiting to see if my phone would work accordingly. I am also requesting a letter from T-Mobile that the threat of attaching this to my credit report and sending to collection agency will not happen, as this will affect my excellent credit.

I would like to handle this between consumer and provider but will wait to hear their response as to how you wish for this matter to be settled. I do request in writing that my plan was cancelled with no penalty and they are paid in full for all services provided. Also, the threat of collection or reporting to one or all three credit report agencies be stopped. If T-Mobile has already reported to one or all three, I demand that they be removed. I will follow-up myself to make sure that my request are answered and satisfied, then I will continue to refer to T-Mobile kindly.